旅行・観光業界　最近の論考

As more customers rely on third-party AI agents to help them shop, brands risk losing their influence unless they reinvent their customer experience.

Commerce media delivers targeted, contextual, and highly relevant messages to customers, but it also extends those capabilities to new customer journey touchpoints.

BCG’s survey of 200 brands across sectors shows how the leaders in personalization are boosting their returns by empowering their customers.

The convergence of AI-powered agents and innovative hardware will enable brands to deliver superior customer experience at a much lower cost-to-serve.

Offering points and cash back isn’t enough. To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.

Airlines are investing in the technological and commercial sides of the transformation, but that’s not enough. To overcome entrenched processes, they also need to get better at collaborating across functions.

To win with digital, airlines must look beyond technology to address people-related issues and create a digital product management culture.

See how a programmatic, data-driven approach to airport asset management and renewal can help lengthen infrastructure lifespan, improve efficiency, and deliver major cost savings.

Bombardier’s Ève Laurier shares how wellness, sustainability, and human connection are redefining business aviation in an age of AI and acceleration.

BCG’s first Airlines Tech survey reviews the evolving business landscape and how companies can build innovation and resilience while sustaining profitability and operational efficiency.

Schedule disruptions lead to lost revenue and higher compensation costs, with cascading effects on fleet utilization, crew scheduling, and overall network stability.

Operating companies and infrastructure managers can use data analytics, automation, and advanced communication tools to improve capacity management, maintenance, and customer services.

Careful planning is needed to balance the economic opportunity of increased tourism with the impact on the environment and local residents.

Future-ready travel industry leaders produce superior financial and nonfinancial outcomes by improving their customer experience, commercial excellence, operational innovation, and cost and resilience.