How Predictive Analytics Elevate Airlines’ Customer Centricity and Competitive Advantage

The unbundling of rate structures and ancillary services, combined with escalating demands of the “always connected” consumer, have made the similarities between airlines and retail more significant than ever. Retail and airline customers are influenced by many of the same factors. The two are increasingly comparing and contrasting products and researching their options before making purchases. Both are looking for inspiration to buy through many channels, such as online and physical world promotions and coupons, social media and input from friends. Additionally, retail and airline customers are both seeking the best value and have high expectations for the products and services they purchase.