How AI will revolutionise airline retailing: John Tzioufas, Chief Revenue Officer, FLYR

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As airlines battle to meet the modern standards of retailing set by giants like Amazon, they must focus on delivering highly personalised offers within a tailored experience. At Aviation Festival Americas, John Tzioufas, Chief Revenue Officer, FLYR joined for a brief interview on the role technology plays in transforming lagging airlines into customer-centric retailers.
During the conversation, Tzioufas described the retail experience customers are now demanding, warning "people want instant now. If they have to wait, they go somewhere else." Listing requirements ranging from "tailored" to "sticky," FLYR's CRO highlighted how customer expectations have evolved and how, for now, airlines are falling short.
Looking at the role of technology, Tzioufas explained artificial intelligence (AI) in particular will be crucial in bridging the gap between expectations and experience. AI will enable airlines to leverage the rich data they have, "making the experience better for [the customer] and more profitable for [the airlines.]"
Watch the full interview now to hear Tzioufas' insights on going beyond legacy constructs, modernising infrastructure, and leveraging data.
Questions asked include:
We know expectations are constantly evolving, but right now, what do you see as the future of customer experience?​
What technologies do you think harbour the greatest potential for transforming the industry and bringing it closer aligned with customer expectations? (Ai, ML, cloud computing etc.) ​
This is an industry that feels the effects of outdated technology, what steps should airlines be making to mitigate these and remain competitive in the market?
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