Agility culture, digital strategy, and consumer insights. An interview with Dr Andy Luk, Head of Digital Transformation and Insights, HK Express
In advance of Aviation Festival Asia, Dr Andy Luk, Head of Digital Transformation and Insights, HK Express talked through agility culture, digital strategy, consumer insights, and more in this 20-minute interview.
Dr Luk outlined the difference that agility culture makes to a company, how the product cycle is run, and the specific benefits it has for low-cost carriers (LCC) like HK Express. In particular, the advantages that agility culture can offer airlines as they move forward from the pandemic are highlighted, exploring the ways it encourages companies to remain customer centric.
The interview also touches on the airline’s Mobile First transformation strategy. Mobile First offers customers an array of digital tools and services in the palm of their hand. This is not only described as a response to changes in consumer behaviours, but also as a method of appeasing the passenger segments that Dr Luk describes as digital natives. Building from this the Head of Digital Transformation and Insights discussed digital strategy more broadly as well as the uses of data analytics to empower channels and secure engagement with passengers.
Additionally, the airline’s plans for creating multi-dimensional consumer insights are discussed. Explaining the current systems and future ambitions for building a cohesive insight into passenger expectations, Dr Luk refers to neurological data, sophisticated algorithms, and leveraging cutting edge data.
Within the short interview, using the Internet of Things (IoT) to digitise maintenance processes, artificial intelligence (AI), harnessing the metaverse to engage with younger generations, and the emerging customer engagement channels of the future are also explored.
Questions asked:
- Could you briefly explain ‘agility culture’ and tell us how your team drives the agility culture in digital transformation for your airway?
- Could you outline the disruptive technologies driving passenger experience in the industry?
- What are your next generation passenger insights and how are you using these to improve your offering as an airline?
- Would you be able to tell me a little bit about your airline’s involvement in the metaverse?
- What are you most looking forward to at Aviation Fest Asia?
Andy Luk will be speaking on a panel at Aviation Festival Asia on ‘Digital transformation: how can we scale AI/ML to create more efficient operational decision making?’
Article by Jess Brownlow
