The Predictive Airliner is an airline that utilizes the latest technology to deliver an exceptional personalized experience to each and every passenger it flies. Today, technology such as AI, Machine Learning, Augmented Reality, IoT, Real-time stream processing, social media, streaming analytics and wearables are altering the Customer Experience (CX) landscape and airlines need to jump aboard this fast moving technology or run the risk of being left out in the cold. The Predictive Airliner reveals how these and other technologies can help shape the customer journey. The book details how the five types of analytics-descriptive, diagnostic, predictive, prescriptive, and edge analytics-affect not only the customer journey, but also just about every operational function within an airline. An IoT-connected airline can make its operations smart. Data collected at multiple company and customer touch points can be utilized to increase customer satisfaction, as well as make the airline more profitable. The book lays out a blueprint for airlines to use to build a better overall operation. By utilizing AI, machine learning, and deep learning airlines can monitor the health of their airplanes, ensure employee satisfaction, and deliver an award-winning customer experience every time. Analytical processes like decision trees, k-means clustering, logistic regression and neural networks are explained in detail, with specific use cases detailing how they are used profitably in the aviation industry. Edge analytics, sentiment analysis, clickstream analysis, and location analysis are seen through a customer intelligence lens to ensure passengers are treated in a personalized way that will not only increase loyalty but turn passengers into apostles for the airlines they chose to fly on. Connected devices can help with inventory optimization, supply chain management, labor management, waste management, as well as keep the airline's data centers green and its energy use smart. Social media is no longer a vanity platform, but rather it is a place to both connect with current customers, as well as court new ones. It is also a powerful branding channel that can be utilized to both understand an airline's position in the market, as well as a place to benchmark its position against competitors. The Predictive Airliner reveals how airlines can utilize this channel in a multitude of ways to connect with customers, as well as help in moments of crisis. Today, technology moves at break-neck speed and it can offer the potential of anticipatory capabilities, but it also comes with a confusing variety of technological terms--Big Data, Cognitive Computing, CX, Data Lakes, Hadoop, Kafka, Personalization, Spark, etc., etc. The Predictive Airliner will help airline executives make sense of it all, so that he or she can cut through the confusing clutter of technological jargon and understand why a Spark-based real-time stream processing data stream might be preferable to a TIBCO Streambase one, or none at all. The final chapter explains how an airline can utilize the concept of the customer journey as a roadmap to increase customer satisfaction. This book will help airline executives break through the technological clutter so that they can deliver an unrivaled customer experience to each and every passenger who steps aboard their planes.
About the Author: ANDREW PEARSON was born in Pakistan, grew up in Singapore and was educated in England and America. With a degree in psychology from UCLA, Pearson has had a varied career in IT, marketing, mobile technology, social media, esports and entertainment. In 2011, Pearson relocated to Hong Kong to open Qualex Asia Limited, bringing its parent company's experience into the ASEAN region. In 2016, Pearson started Intelligencia Limited, a leading implementer of analytics, BI, CI, data warehousing, data modeling, data visualization, digital marketing, mobile, social media and cloud solutions for the gaming, casino, finance, hospitality, sports betting and retail industries. Pearson is currently working on projects in countries such as India, Hong Kong, Macau, Singapore, Mexico, Malaysia, the Philippines and Australia. Pearson has also leveraged Intelligencia's expertise to implement software solutions from such vendors as Alicloud, SAS, HDS, Qlik, Tableau, and TIBCO at some of the world's biggest casino operators, lottery companies, and sports books. While working in Hollywood, Pearson optioned and adapted the novels Open Water, The Sunday Macaroni Club, The Jukebox Queen of Malta, and Scavenger Reef, attaching such talented directors as Kevin Hooks, Fraser Heston, Mark Lester, Diane Ladd and Jorge Ramirez-Suarez to their proejcts. Pearson's script for The Sunday Macaroni Club was a Quarter-Finalist in the 2004 Zoetrope Screenwriting Competition and The Flirting Game was selected as a Finalist in the Fourth Screenplay Search Competition. In 2009, two books that Mr. Pearson edited appeared in print; the first in the Double Down on your Data series, Clive Pearson's How Analytics is Revolutionizing the Casino Industry and Santiago Maggi's Investment Strategies for Uncertain Markets, a book about the financial markets that presciently predicted the 2007 global financial meltdown. In 2010, Pearson also wrote The Mobile Revolution and it was published by Qualex Publishing. In 2013, Pearson was invited to write a chapter in Global Mobile: Applications and Innovations for the Worldwide Mobile Ecosystem, a book on mobile technology. The book, which was co-authored by several of the mobile industry's leading figures, was published in July 2013. In 2017, Pearson published The Predictive Casino, a book about how analytics should be used in the casino industry. Several other books in the series have been published since.