Turbulence ahead:plotting a course through digital disruptionTechnology Vision for Airlines 2016

5 trends disrupting the Airlines industryIn a hyper-competitive environment, with tight margins and increasing regulatory and environmental pressures, airlines have for many years looked to technology to deliver greater operational efficiency. Now digital has ushered in opportunities for creating and delivering differentiated customer experiences that can build loyalty. And in a marketplace where it’s harder than ever to stand out, that’s absolutely critical.

Copyright © 2016 Accenture. All rights reserved.

It’s no surprise that the airline industry has already been an enthusiastic adopter of automation (our research shows that over half of all airlines have realized savings through intelligent automation). Intelligent automation provides an opportunity to dramatically transform the passenger experience, from baggage drop and departure lounge admittance through to in-flight, arrival, transfer and baggage claim. However, it’s the collaboration between people and automated technologies that enables people to do things differently. And do different things.

The next frontier? Use it to transform the passenger experience…

Airlines have already adopted automation. Over 50% use it to drive savings

45% are currently doing this

85% make it a priority

84% believe AI will transform the industry within 3 years

In today’s world, it takes more than tools and technologies to keep pace with constant change. Organizations in all industries need a change-ready workforce. Digital technologies are changing the workforce, and what it can achieve, in unexpected ways.

71% of airline executives know they need a change-ready workforce…fast

63% expect most jobs to incorporate digital within 3 years

Airlines know they need to reskill their workforce…to do things differently. And do different things

Airlines have experienced the disruptive impact of platforms – perhaps more than most other industries. Booking sites like Expedia and Opodo are now an established presence in the industry. Indeed, in many ways, they’ve reshaped consumers’ expectations of airlines in terms of ease of access, pricing and flexibility. Meanwhile, as airlines become increasingly commoditized “buses”, transporting passengers at the lowest possible price, they’re becoming increasingly vulnerable to competition from digital-born platforms like Google.

94% of airline executives believe a platform-business strategy is critical for growth

53% are planning digital initiatives with new ecosystem partners

43% say the industry is shifting to a demand-side dynamic based on the power of ecosystems

With companies across industries making big investments in digital platforms, they’re not only fundamentally changing how they create and deliver products and services. They’re also providing fertile soil in which whole new digital ecosystems can take root and grow. This opens the way to unparalleled disruption from expected, and unexpected, sources. Airlines must use their market positions to keep track of these new ecosystems, get ready for their impacts and benefit from the opportunities they create.

85% recognize industry boundaries are dissolving…

88% expect the Industrial Internet to introduce significant disruption

83% know they must reinvent their businesses

but they’re underestimating the threat of disruption from outside the industry…almost 40% are still focused inwards

Passengers provide airlines with their personal data because they understand the need for this information in terms of security and safety. But while this means airlines have little trouble in gathering customer data, they are also somewhat restricted in how they can use it beyond its immediate purpose.

Airlines must figure out how to expand the commercial opportunities presented by customer data while, at the same time, building a more trusted relationship with their customers.

80% indicate that unethical/insecure data handling will exclude them from digital ecosystems that drive growth

63% report security/privacy breaches have doubled in 2 years

3 out of 4say they’re exposed to more digital risks than they can handle

83% believe they’re leaders in ethical data handling

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

Copyright © 2016 Accenture All rights reserved.

Accenture, its logo, and High Performance Delivered are trademarks of Accenture.