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Airline Digitization: Expectations Meet Reality

By adopting technologies to take pricing optimization and sales performance to new heights, airlines have made it clear they are focused on improving two key areas: customer experience and operational efficiency. What is less clear is how to measure the effectiveness of these new initiatives and how to tie customer experience to revenue.

This paper offers a research-validated perspective on the state of the airline industry as it pertains to digitization initiatives, so airlines can create more accurate benchmarks for their digital transformation journeys and understand what to prioritize next.


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