The Flying Journey

[Coming Soon]
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<1 min
The customer journey of taking a flight has changed beyond all recognition over the last few decades.
This change is a prime example of service innovation in action, and the "invisible hand" of co-value generation
No one person has architected the journey, rather many aspects, suppliers, and customer expectations have come together, competed, some succeeding, some falling by the side, to get where we are today; and what's next?
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Category: Case Study