Customer Experience Transformation in the Aviation Industry: Business Strategy Realization through Design Thinking, Innovation Management, and HPT (Early View)
14 September 2018
Hong Kong Airlines (HKA) is only 10 years young and has recently begun the transition from regional to global carrier. To achieve this transformation, HKA set clear goals and strategies for service enhancement and innovation. An innovation funnel produced design-thinking sessions that resulted in a custom program called “Sweeten You Up.” This program has helped identify Hong Kong Airlines as the airline that will “go beyond.”
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