Save or Share this Report

For Infrastructure & Operations Professionals

Lessons Learned From Chinese Airlines' Customer Engagement Strategies

I&O Professionals In China Are Adapting To The Age Of The Customer

May 19, 2014

Primary author headshot


Why Read This Report

Chinese business leaders are recognizing that the market landscape is changing; demanding customers have driven customer acquisition, retention, and service to the top of their business priority hit list. Like other companies in China bracing for the age of the customer, the country's airlines are showing how an industry can transform its business models to focus on improving customer engagement and adjust its marketing, product, and business strategies to support the transition. This report outlines the lessons that China's airline industry is learning that other industries can also apply; it also describes the new roles that Chinese infrastructure and operations (I&O) teams need to adopt and the changes they must make to become transformation enablers.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Chinese Airlines Launch Initiatives To Improve Customer Engagement

  • Understand The Business To Drive Better Customer Engagement

  • Chinese Firms Will Increasingly Look For External Help
  • Supplemental Material
  • Related Research Documents