The growing influence of accessing big data has undoubtedly captured the attention of airline companies, and influenced how they make strategic investments.
According to Dean Bibb, VP Eastern Europe, Middle East and Africa at technology solutions provider Sabre, to an airline, one of the most important tasks is managing customers – knowing their profile and habits, then engaging them in conversation in order to retain their loyalty.
The easy access and availability of customer data through technology has made personalisation of customers possible, says Bibb.
Airlines need to understand the key business drivers being derived from the data, and use it to help drive a better customer experience and generate revenue opportunities, he adds.
“They are able to be proactive in their communications with the customer by sending notifications to update them about flight delays and promotions through wearable technology and smartphones.
“Because big data is now available easily, airlines can analyse the data and get to know their customers as individuals. They can become both proactive and reactive in the way they communicate with the customer.”