40 Success Stories: When Aeromexico Embarked on a Digital Transformation
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To celebrate the 40th anniversary of APEX EXPO this year, we’re looking back at APEX members’ most significant achievements. Today, we consider Aeromexico’s digital transformation and how it has improved the passenger experience.
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Aeromexico began to renew and standardize its fleet in 2010, but chief marketing officer Andrés Castañeda said the delivery of the airline’s first Boeing 787-8 Dreamliner in 2013, “a state-of-the-art aircraft,” marked the real beginning of its digital transformation both on the ground and in the air.
The airline became the launch customer for Gogo’s 2Ku in-flight connectivity service on a Boeing 737-800 in April 2016, partnering with Gogo and Netflix to demonstrate the solution’s streaming capabilities. More recently, it introduced free messaging on its 737 and 787 aircraft (today, Aeromexico has a Dreamliner fleet consisting of both the 787-8 and 787-9 variants).
“Our Net Promoter Score increased by 6.3% in 2018 compared to 2017 and had reached almost 40 points as of April 2019” – Andrés 40 Success Stories, Aeromexico.
But these changes on board form just a part of the broader new, digital ecosystem across the airline, which includes the introduction of Aerobot, Aeromexico’s virtual assistant, on Facebook Messenger and WhatsApp. The carrier has also introduced an all-new website and mobile app with the aim of making better use of passenger data in order to provide more personalized offers.
“All together, these innovations offer an omnichannel experience to make traveling easier,” Castañeda said. “These efforts have paid off. Our Net Promoter Score increased by 6.3% in 2018 compared to 2017 and had reached almost 40 points as of April 2019. We continue to be committed to developing tailored products for the needs of our passengers.”
The carrier continues to invest in other elements of the passenger journey and experience. “For instance, there’s the exclusive menu in our Clase Premier cabin. Designed by Elena Reygadas, one of the most prestigious chefs in Mexico, it is available on flights to Europe and is redesigned on a quarterly basis.”
See more posts from the 40 Success Stories campaign.