Framework to Understand and Deploy AI-Based Smart CRM in the Airline Industry

Framework to Understand and Deploy AI-Based Smart CRM in the Airline Industry

Vikram Bawa (HCL Technologies, India)
DOI: 10.4018/978-1-7998-7959-6.ch010
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Abstract

This is the age of AI. Soon what customers think will be understood by the smart applications on their mobile devices and the information—most of which will be pre-processed based on the customer personas—will be available at the blink of an eye. In this chapter a critical analysis of how AI bolsters CRM capabilities in the airline industry is conducted. To understand that, AI capabilities are surveyed and its transformational effects on CRM and its impact on customer acquisition, retention, loyalty, and experience are explored in depth. In the end, a customer journey-based deployment framework is presented that supports the finding of the AI-CRM implementation use cases.
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Understanding The Airline Digital Customer Journey

Figure 1.

Airline digital customer journey

978-1-7998-7959-6.ch010.f01

Customer Lifecycle of Airlines highlights some of the key issues Customers have been facing over the years, possible resolution includes using advanced AI and sophisticated Analytical systems:

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