Trends Report

Brief: Airlines Must Embrace Mobile Moments To Differentiate

Smart Airlines Are Building Competitive Advantage By Crafting High-Value Mobile Moments Throughout Their Customers' Journeys

March 10th, 2016
With contributors:
Luca Paderni , Michael Barnes , Flora Zhang , Bill Nagel

Summary

Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battleground for airlines. While Chinese travelers are rapidly embracing mobile moments, most airlines have yet to follow them; as a result, most airlines are unable to serve customers throughout their entire journey. B2C marketing professionals managing airline brands can use this brief to learn how to better address airline travelers in their most relevant mobile moments.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.