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A Data Driven Approach for Customer Relationship Management for Airlines with Internet of Things & Artificial Intelligence

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Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation (TDIT 2020)

Part of the book series: IFIP Advances in Information and Communication Technology ((IFIPAICT,volume 617))

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Abstract

Customer Relationship Management is a critical aspect for all service industries and extremely important in aviation industry. With the changing aviation scenario, the travel industry is facing more challenges. Identifying and retaining the profitable customers is very essential for survivability. Customers are well informed about the services that offer them the maximum value proposition and retaining high value customers is very challenging. Airlines currently use many techniques for CRM, but there are drawbacks in the system which can be complimented with emerging technologies. Artificial intelligence & Internet of Things are evolving domains, which have gained lot of importance during the last decade, predominantly due the capacity of systems to gather, store, process & transfer huge amount of data. This paper is indented to improve CRM with the prudent use of AI & IOT and involve airports in implementing smart CRM, ensuring long term profitability and sustained revenues.

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Author information

Authors and Affiliations

  1. Toulouse Business School, Place Alphonse Jourdian, 66810, Toulouse Cedex 7, CS, France

    Rajesh G. Pillai & Poonam Devrakhyani

Authors
  1. Rajesh G. Pillai
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  2. Poonam Devrakhyani
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Corresponding author

Correspondence to Poonam Devrakhyani .

Editor information

Editors and Affiliations

  1. Indian Institute of Management Tiruchira, Tiruchirappalli, India

    Sujeet K. Sharma

  2. Swansea University, Swansea, UK

    Yogesh K. Dwivedi

  3. Indian Institute of Management Nagpur, Nagpur, India

    Bhimaraya Metri

  4. University of Bradford, Bradford, UK

    Nripendra P. Rana

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Pillai, R.G., Devrakhyani, P. (2020). A Data Driven Approach for Customer Relationship Management for Airlines with Internet of Things & Artificial Intelligence. In: Sharma, S.K., Dwivedi, Y.K., Metri, B., Rana, N.P. (eds) Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation. TDIT 2020. IFIP Advances in Information and Communication Technology, vol 617. Springer, Cham. https://doi.org/10.1007/978-3-030-64849-7_58

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  • DOI: https://doi.org/10.1007/978-3-030-64849-7_58

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-64848-0

  • Online ISBN: 978-3-030-64849-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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