Customer Experience Transformation in the Aviation Industry: Business Strategy Realization through Design Thinking, Innovation Management, and HPT (Early View)
Stanley Kan PhD, David Chung, Gabriel Chung
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.”
The International Society for Performance Improvement (ISPI) and its members use evidence-based performance improvement research and practices to effect sustainable, measurable results, and add value to stakeholders in the private, public, and social sectors. Founded in 1962, ISPI is the leading international association dedicated to improving productivity and competence in the workplace. ISPI represents performance improvement professionals throughout the United States, Canada, and 44 other countries.