Skift Take
In this video from Skift India Summit 2024, Jonathan Tong, senior vice president, airlines — Southeast Asia, India Subcontinent and Greater China for Amadeus, discussed the significance of data, collaboration, and technology in reshaping the passenger experience today.
This sponsored content was created in collaboration with a Skift partner.
In this video:
- The emphasis on hyper-personalization in the airline industry and the importance of utilizing customer data to enhance the travel experience.
- The challenges in personalization efforts, including the complexities of integrating various data sources and the necessity for cross-functional collaboration within airlines.
- How advanced technologies such as AI, machine learning, and cloud computing can support personalization strategies for increased customer engagement and loyalty.
The airline industry is on the brink of a transformative period driven by hyper-personalization. Despite differing levels of maturity among airlines worldwide, there is a common trend towards obtaining a comprehensive understanding of the customer to enable basic and advanced personalization strategies. However, the path towards personalization is not without its obstacles.
In this video from Skift India Summit 2024, Jonathan Tong, senior vice president, airlines — Southeast Asia, India Subcontinent and Greater China for Amadeus, conversed with SkiftX content director, Alison McCarthy, on how airlines can leverage customer data to offer a more personalized travel experience.
The discussion delved into the role of AI and machine learning technologies in enhancing personalization efforts, showcasing innovative approaches like dynamic pricing and the potential of generative AI in enhancing customer engagement. The conversation also touched on the promising future of biometrics and digital identities in streamlining travel processes. Despite the advancements in technology and pilot initiatives in biometric boarding and airport procedures, there is a necessity for industry-wide cooperation to fully realize the advantages of these technologies.
Tong shared insights on how Indian travelers have distinct expectations that influence how airlines and the broader travel industry adapt. His guidance on establishing an effective customer data strategy underscored the significance of embracing new technologies and fostering collaboration to navigate the complexities of personalization in the digital age.
This piece of content was collaboratively created by Amadeus and Skift’s branded content studio, SkiftX.
