Airlines, plagued with sluggish profits and frustrated customers, realize the growing importance of data analytics as customers vent their frustration across the social media universe. Dr. Nawal Taneja, an aviation industry expert and author, says carriers are facing both a challenge and an opportunity to create new customer experiences and increase profitability. In response, airlines are working ever harder to not only to better understand what makes happy and loyal passengers but also which ones are the most profitable.
The solution is better use of data and technology, such as data warehousing and analytics, that allows companies to transition from being service providers to providing solutions; to shift from a fee-based to a value-based business model. Now when they look toward the end of the runway, industry leaders are getting a glimpse of a future in which they'll be able to choose passengers, rather than the other way around.
Brett Martin
Senior Editor
Teradata Magazine
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