Digital services based on disruptive technologies are core pillars of any flexible and future-ready organization. Deploying them alongside the travel journey helps to create a customer centric, seamless experience and restores lost trust during times of crisis. The greater an organization’s digital competence, the more flexible it is. According to trend study results, passengers demand digital solutions to accelerate and control their journey. They recognize them as a means to recover COVID-19 induced lack of confidence and feelings of insecurity. For organizations capable of respectively shifting management focus and meeting certain requirements already during crisis recovery, this will mean future flexibility, adaptability, customer retention and long-term profitability.
This article is part of Lufthansa Consulting’s ongoing series Shaping flexible organizations: how to deal with Covid-19 uncertainties focusing on the new decision criteria of customers and how to adapt the revenue management, sales and distribution strategy.
If you are working for an airline, airport, ground handler, OEM, MRO or an aviation authority, we invite you to follow our article series on shaping flexible organizations.
Other articles in the series “Shaping flexible organizations”
Airports en route to the “New Normal” – Rightsizing of infrastructures and operations
The new normal customer: New decision criteria determine how airlines can adapt their revenue management, sales and distribution
A customer experience perspective on how to deal with COVID-19-induced uncertainties
Flexible rightsizing of airline staff in times of uncertainty
Shaping flexible organizations: an organizational perspective
Stronger together: airline partnerships as a means of surviving COVID-19 and thriving thereafter
Shaping flexible organizations: how to deal with COVID-19-induced uncertainties