Issue link: https://pros.com/learn/i/1527449
10 Self-service and automation There is a strong emphasis on enhancing self- service capabilities and automation. Airlines are looking to empower customers with more control over their bookings, changes and services through self-service portals. This not only enhances customer satisfaction but also drives down operational costs by reducing the need for manual intervention. Additionally, airlines are investing in automation to streamline operations, minimise errors and improve efficiency across their IT systems. Revenue enhancement Airlines are leveraging advanced data analytics and tools driven by artificial intelligence (AI) to optimise revenue management. By gaining deeper insights into customer behaviour and preferences, airlines can implement dynamic pricing models that maximise revenue per passenger. Additionally, modern systems enable better personalisation of offers, upselling and cross-selling opportunities, further driving revenue growth. The ability to directly access and control data allows airlines to create more tailored marketing campaigns and loyalty programs, increasing customer retention and lifetime value. Cost reduction On the cost side, the adoption of modern, cloud- native systems significantly reduces the need for expensive, on-premise infrastructure and the associated maintenance costs. Cloud-based solutions offer a pay-as-you-go model, which aligns costs more closely with actual usage and demand, helping airlines manage expenses more effectively. Furthermore, by automating various operational processes, airlines can reduce labour costs and minimise human errors, leading to greater overall efficiency.