Redefining the customer experience

How a leading airline is embracing the digital ‘new normal’ and reinventing itself as a global leader in hospitality.

As affluent millennials emerge as the airline’s High Value Customers, eclipsing older, wealthier passengers in spending power, so this new generation is demonstrating more muscle, impatience and desire for a tech-savvy, personalised travel experience. That demand goes well beyond physical, automated improvements: it requires a shift in behaviour and service from start to finish that puts the customer at the centre of every employee’s attention.