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Contents

List of Figures List of Tables Acknowledgements Forewords Introduction Responding to Changing Customer Expectations Super-Connected Travelers Corporate Travelers Globalization of Consumers Implications for, and Responses of, Airlines Full-Service Airlines Developments within the Low-Cost Sector Takeaways Platform-Based and Networked Businesses: New Forms of Collaboration The Macroeconomic Shift: Industrial Era to Digital Era Platforms Network Effects Technologies Data Internet of Things Cloud Computing Artificial Intelligence (AI) and Augmented Reality (AR) Human Resources Implications for Airlines Takeaways Innovating and Evolving Airline Network Planning Current and Evolving Systems Conventional Planning Module Limitations New Modules and Integrative Planning Examples of Comprehensive, Dynamic, and Integrated Planning What is Next? Takeaways Re-thinking Revenue Management Historical Perspective Existing System and Process Challenges Step-Changing Options: Opportunities and Challenges Customer Segmentation and Personalization Pricing and Fare Management Customer Experience Takeaways Re-designing Services for Next-Generation Customer Experience Multi-industry insights Mercedes-Benz Uber USAA Westpac Re-defining value and designing for it Mapping the experience Managing loyalty and brand Critical Success factors Building a platform Managing service and experience during disruptions Takeaways Re-thinking the Airline Business for the Digital Era Platforms Digital Mindset Digital Technologies Digital Strategies Digital Workplace New Forms of Transportation Takeaways Thought Leadership Pieces Loyalty at the Forefront of the Transformation Curve by Evert de Boer, General Manager Global Business Development, Travel, Aimia High-Level Check List for developing a Data Strategy by Gary Doernhoefer, Vice President & General Counsel, Journera Radical Digitization of Businesses by Stefan Jenzowsky, SVP, Siemens Convergence Creators The Flexible Flyer: Turning the Airlines Operating Model Downside UP by Dietmar Kirchner, Senior Aviation Advisor, Frankfurt/Germany Meeting the Expectations of Todays's Connected Customers and Empowered Passengers: On-Demand, Real-Time, End-to-End by Raymond Kollau, Founder AirlineTrends Competition and Digitization by Dianchun Li, Chief Commercial Officer, Hong Kong Airlines How much a threat from Long Haul Low Cost by Keith McMullan and James Halstead, Managing Partners, Aviation Strategy Ltd Connecting the Dots at the Airports: The Potential of Transformation with Artificial Intelligence by Jim Peters, Chief Technology Officer, SITA The Future of Secondary Airports by Parm Sidhu, Airport General Manager, Abbotsford International Airport The changes & challenges affecting sales and distribution in the airline world by Trevor Spinks, Head of Sales and Distribution, Tiger-Scoot Shifting Mind-Sets from Asset Management to Customer Value while Building a New Speed into the Business by Chris Stevens, Managing Partner, Digital Partners and Robin Barlass, Director of Strategy and Support Services, Metro Trains The Evolving Paradigm of Interactive Selling based on Consumer Preferences by Ben Vinod, Senior Vice President and Chief Scientist, Sabre Leadership Challenges in a Disruptive Era by Monika Wiederhold, Managing Director, Amadeus Germany Index

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