Airlines have shifted focus from cost to customer experience and personalisation: Gavin Eccles

Sharing his perspective on the significant shift in airline strategy worldwide, Gavin Eccles, Managing Partner, GE Consulting & Advisory, said, “Pre-Covid, airlines’ strategic vision was managing costs. Now, it is all about personalisation. It is clear, the industry has become very much commoditized, or, as marketers might say, the industry suffers from parity – no real differences. Well of course, if you spent most of the time between 2015 and 2019, reducing costs, by default, you are taking out the difference.”