At Aviation Festival Asia, Chris Branagan, CTO, IBS Software joined for a five minute discussion into the role of AI in shaping airline retailing.
The conversation touched on expectations of next-gen travellers, the rapid evolution of AI, and key challenges to its integration into the industry.
Looking at how the retail landscape is evolving, Branagan explained:
“Airline retailing is changing significantly, particularly with the emergence of the offer and order drive. Airline retailing is no longer going to be traditionally driven through the GDSs. And so, there will be a lot more offers available to customers. Using gen AI we can be a lot more personal about what we offer people and how we present those offers. I think what you’ll see is, there will be a lot more rich content provided to the individual, which will be a much more engaging experience.”
Noting hyper-personalisation and tailor made ad campaigns, Branagan highlighted key opportunities for emerging technology to meet the evolving expectations of travellers. Conscious of the challenges of integrating AI into the industry, Branagan also shared his simple advice to his team, “fail fast.”
For the full discussion including a timeline for fully leveraging AI’s potential, being mindful of future developments, and more watch the full interview below.
Questions included:
- Do you foresee AI being one of the dominant forces in shaping the landscape of airline retailing in the years to come?
- How does technology bring the industry closer to meeting rapidly evolving customer expectations?
- What are the key challenges to AI’s integration into the industry, and how are you proactively addressing these?
For more like this see:
- Airline retail transformation roadmap
- IBS Software survey identifies the shortcomings of airline retail
- “The move is inevitable.” Jitendra Sindhwani, IBS Software on the transition to modern airline retailing
