As more customers rely on third-party AI agents to help them shop, brands risk losing their influence unless they reinvent their customer experience.
Featured Insights
Customer Experience
Article
October 29, 2025
Article
June 13, 2025
Commerce media delivers targeted, contextual, and highly relevant messages to customers, but it also extends those capabilities to new customer journey touchpoints.
Article
June 11, 2025
BCG’s survey of 200 brands across sectors shows how the leaders in personalization are boosting their returns by empowering their customers.
Article
January 13, 2025
The convergence of AI-powered agents and innovative hardware will enable brands to deliver superior customer experience at a much lower cost-to-serve.
Article
December 9, 2024
Offering points and cash back isn’t enough. To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.
Punch Cards, Frequent Flyers, and the Future of Loyalty
In this episode of The So What, Edward Crouch, BCG’s global leader for loyalty and membership, explains how unique experiences and personalization can convert everyday customers into loyal fans.
The Airline Industry
Video
July 31, 2025
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.
Video
May 8, 2025
What Matters Most at 40,000 Feet
Bombardier’s Ève Laurier shares how wellness, sustainability, and human connection are redefining business aviation in an age of AI and acceleration.
Article
April 16, 2025
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.
Article
April 4, 2025
Schedule disruptions lead to lost revenue and higher compensation costs, with cascading effects on fleet utilization, crew scheduling, and overall network stability.
Article
April 2, 2025
After 6.5% growth in air travel in 2024, airlines should see similar growth in 2025, although many variables are in play.
Article
October 30, 2024
The industry has made progress in streamlining the process of booking tickets and tracking information to offer passengers a more seamless experience. But there is more work to do.
Innovation in the Travel Industry
Article
January 23, 2025
Operating companies and infrastructure managers can use data analytics, automation, and advanced communication tools to improve capacity management, maintenance, and customer services.
Update
June 11, 2024
Careful planning is needed to balance the economic opportunity of increased tourism with the impact on the environment and local residents.
Slideshow
May 16, 2024
Future-ready travel industry leaders produce superior financial and nonfinancial outcomes by improving their customer experience, commercial excellence, operational innovation, and cost and resilience.
To Uncertainty and Beyond in the Travel Industry
In this episode of The So What from BCG, Jason Guggenheim, BCG’s global leader of travel and tourism, explains how companies can sharpen their ability to sense shifts in demand.
