Gartner Research

Road Notes on Innovation: The Air Transport Industry's "Impossible" Challenge: Is the Gartner Customer Experience Management Maturity Model an Option?

Published: 28 March 2013

ID: G00251843

Analyst(s): Thierry Kuperman Le Bihan

Summary

In recent conversations with CIOs of air transport service companies in China and South Korea, one recurring issue was the necessity of modernizing legacy applications to support evolving customer expectations for a new transport experience.

Table Of Contents

Road Notes

  • Maintain or Migrate
  • Help for Improving the CX
  • Differentiating the Travel Experience
  • CIO Call to Action
  • Bottom Line
  • Business Impact

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.