Although built on legacy systems, the aviation industry must change rapidly if it is to keep pace with technological developments.
The evolution is already underway, as predictive analytics, big data, and green innovations fundamentally change the way airlines and airports approach issues such as customer loyalty and sustainability.
Prasenjit Paul, senior vice president at IT services and consultancy firm Innova Solutions, joined us at Aviation Festival Americas 2025 for this exclusive interview. He discussed the outlook for these trends, as well as potential pitfalls for the industry to avoid.
There’s a lot of effort being put into understanding the customer, customer sentiments, customer behaviour, and after that ancillary services.
Paul discusses how airlines and airports are pivoting from treating passengers not as customers, but as guests: a lesson learnt from the hospitality industry. But as AI is increasingly used to tailor offerings to travellers, questions remain over privacy and ethical data stewardship.
Each and every airline is looking at areas where they can use AI, but the data governance element is tricky.
Paul also discusses how digital twins are modernising the customer experience and enhancing staff training.
🎥 Watch the full interview to learn more.
Questions asked include:
- What trends are shaping the future of the aviation industry?
- What strategies are airlines deploying to improve customer retention?
- How important will data and analytics be?
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