Customer Experience Transformation in the Aviation Industry: Business Strategy Realization through Design Thinking, Innovation Management, and HPT

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...

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Bibliographic Details
Published in:Performance improvement (International Society for Performance Improvement) 2019-01, Vol.58 (1), p.13-30
Main Authors: Kan, Stanley, Chung, David, Chung, Gabriel
Format: Article
Language:English
Subjects:
Airline industry
Innovations
Strategic planning
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Summary: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.”
ISSN:1090-8811
1930-8272
DOI:10.1002/pfi.21823