Airline Executives See Technology As Biggest Obstacle to Better Customer Experience: Forbes Survey
It only took United Airlines two days to determine it’s a bad idea to physically beat your customers (although it’s more likely they decided what’s bad is getting caught). For more insight into the industry mindset, here’s a Forbes survey of airline executes taken before the incident. The group rated technology as by far the largest obstacle to improving customer experience, with human resources and organizational structure ranking well behind and “lack of vision” dead last. As customer data advocates, we’re cheered by such attitudes. As frequent fliers, not so much.