ANZ, LATAM, LOT
Air New Zealand, the flag carrier airline of New Zealand, is known for its extensive domestic and international network across the Pacific region. LATAM Airlines, the largest airline in Latin America, operates an extensive network across South America and beyond, providing connections to numerous global destinations. LOT Polish Airlines, the national carrier of Poland, offers a comprehensive range of flights throughout Europe, as well as long-haul routes to North America and Asia.
10/2023 - 01/2024
CHALLENGES
All three major airlines – Air New Zealand, LATAM, and LOT Polish Airlines – are valued clients of Touch Inflight Solutions. In our Quarterly Business Review Meetings, Touch and these airlines would convene regularly to discuss strategies, key performance indicator (KPI) developments, and other critical topics. However, these meetings often lacked engagement and tended to be quite linear and frontal, which limited the dynamic interaction necessary for optimal collaboration and innovation.
SOLUTIONS
I introduced co-creation sessions into these Quarterly Business Reviews (QBRs). Prior to each QBR, I conducted online workshops with the clients to align on expectations and desired outcomes. Using feedback from these sessions, I customized the workshop concept by incorporating human-centered design principles and design thinking techniques.
The workshops focused on the future of inflight entertainment and connectivity, future content, and platform strategies. We invited various departments from the client side to foster open discussions and gain a holistic overview of the passenger experience.
The sessions were kick-started with inspirational keynotes from myself and industry experts, encouraging out-of-the-box thinking and inspiration for future initiatives.
These co-creation innovation sessions were intensive, one to two full-day workshops.
Workshop Impressions
VALUE ADDED
These co-creation sessions, fueled by design thinking techniques, opened up a whole new world in client engagement and satisfaction. It was magical to see how the client and Touch Inflight Solutions grew together as one team, collaboratively working on innovative ideas.
Not only did engagement increase massively, but the client relationships also improved significantly through these exercises. Feedback from all three airlines was overwhelmingly positive, often stating these were the best QBRs they had ever experienced with any provider.
In the post-QBR phase, we documented the workshop results, prepared the learnings and overviews in Miro boards, and developed roadmaps with clear to-dos and KPIs to measure and track success.
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