Touch Inflight Solutions
Touch Inflight Solutions (Touch) is a leading content service provider in the aviation industry, constantly breaking new ground with their innovative digital inflight entertainment (IFE) solutions. During my time at Touch, I played a key role in fostering this spirit of innovation by building a dedicated Media & Innovations Team and cultivating a dynamic innovation culture that embraces continuous advancement.
03/2023 - 04/2024
CHALLENGES
Silos existed between Data Analytics, Digital Products, Screening, and Content teams, hindering collaboration and innovation. Digital Products stagnated, resulting in low NPS scores, and traditional client QBRs lacked engagement.
SOLUTIONS
I spearheaded the creation of a new Media & Innovation department, fostering a culture of knowledge sharing through monthly gatherings, team offsites, and human-centered design training.
I leveraged in-depth user research, market analysis, and trend studies to develop clear quarterly roadmaps. This involved utilizing agile methodologies to ensure flexibility and continuous improvement. Through this process, we created effective product and team strategies that were constantly refined based on new insights.
To spark innovation, I implemented an 80/20 rule for innovation projects and facilitated impactful innovation sprints.
Additionally, to address low engagement in client QBRs, I introduced Co-creation sessions focused on innovation and content strategies, fostering a more collaborative and interactive experience.
Impressions
VALUE ADDED
Within four months, the newly formed team was functioning cohesively, even winning an RFP with a client pitch developed during a team offsite (AeroMexico).
Digital product NPS scores soared by nearly 25% within a year, a testament to the team's efforts. Furthermore, a total relaunch project for customer-facing digital products earned an aviation award nomination. "TouchGPT," the result of a six-week innovation sprint, established Touch as the first content service provider with a real AI-powered product.
Three successful Co-Creation Sessions with Air New Zealand, LATAM, and LOT Polish Airlines significantly enhanced client engagement, loyalty, and valuable feedback loops.
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