The travel industry must do a better job of detecting, understanding and responding to customers’ increasingly complex and changing needs, says a new analysis from Amadeus.
"Cleared for take-off," commissioned by Amadeus, argues that only by embracing lean thinking in IT, and removing activities that do not create value for the customer, can the industry have more control over both system complexity and costs.
"In its purest sense, lean thinking is about cutting waste and removing inefficiency, whilst in turn increasing effectiveness and customer value," Amadeus said in its analysis.
Amadeus notes rapidly changing consumer preferences, the proliferation of search, booking and inventory options, new technologies, and shorter innovation cycles and argues that travel businesses need to adopt lean thinking now - or risk being left behind.
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