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


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

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