Over 1,400 attendees, including representatives from over 150 airlines and airports across the world, gathered at Aviation Festival Asia 2016 in Singapore in February this year.
The morning kicked off with an interview with Cam Wallace, Chief Sales and Commercial Officer of Air New Zealand. Cam shared what Air New Zealand is focusing on to succeed in the future airline industry.
Cam believes that innovation is key to winning customers. Airlines need to work on enhancing customer experiences both on the ground (lounges, airports) and in the air through continuous innovation and Air New Zealand is leading the way. They have recently launched the Airband. Children travelling alone receive a wristband at check-in as part of the service. It is embedded with a chip that is scanned at key stages of the journey to trigger text notifications to up to five nominated contacts, giving guardians peace of mind. Another unique product is their Skycouch. The Skycouch, nicknamed “cuddle class” by some, converts three economy class seats into a “couch” by retracting the armrests and raising the footrests. Two adults can purchase a third seat at half-price, creating a space they can lie down in.
Making more use of data is also extremely important for Air New Zealand and other airlines in the market. Today, everything needs to be relevant to an individual customer, from personalised marketing materials to in-flight entertainment and retail. Air New Zealand is focusing on digital transformation and the use of innovation and technology to remove customer pain points and make the journey seamless. They are continuously looking to technology to interact with their customers, to leverage customer data for customer benefit and to provide customers with the best travel experience. Air New Zealand is aiming to become world’s number one digital airline.
Join us next February 21-22 in Singapore for Aviation Festival Asia 2017 and hear from other airlines leading the way in customer experience innovation.
photo credit: Gulfu