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Air Canada to push several digitization efforts, says CEO

Air Canada plane in air

Air Canada recently announced it’s developing its own frequent flyer program, a move it’s now saying is part of a larger digitization initiative.

Company CEO Calin Rovinescu told The Associated Press that the decision to drop Aeroplan a few weeks ago was part of the a broader strategy to integrate digital solutions into its operations.

Some ways Air Canada will do, he said, will be by working with artificial intelligence specialists to analyze customer data and by using augmented reality to change how employees learn and work with one another. Rovinescu didn’t reveal any specifics, however.

He also said that data analytics from frequent flyers will help Air Canada with its new loyalty rewards program, which he said will launch in 2020. Back in May, the company said this service “will offer additional earning and redemption opportunities, more personalized service and a better digital experience for Air Canada customers.”

While airlines around the world have been adopting more tech-based customer service options, such as texting flight information updates, the industry as a whole has admittedly been slow on the uptake. “We are in that pre-evaporation phase where we’re just seeing the bubbles,” said Michael Kamel, airline advisor for PricewaterhouseCoopers.

Source: The Toronto Star 

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