Flying high? The state of customer experience in the airline industry
Published on: September 19, 2014
Like many industries, the internet has radically changed the airline industry. It has altered the role of travel agents and led to an elimination of analogue, paper-based processes as it has moved to a digital-led model. At the same time competition has increased exponentially, with newer airlines with lower cost-bases further disrupting the sector.Avoiding the social media #failConsequently, the ...