Airlines’ BIG Challenge: Gaining Customer Loyalty

Airlines’ BIG Challenge: Gaining Customer Loyalty

At home, work, in the airport or in the air…an airline customer can be touched in many ways: Personalized offerings, frequent travel rewards, and last but by no means least, a pleasant in-flight experience. These are what the customer expects and their delivery directly impacts customer allegiance! Are airline carriers delivering on these things? Where are the shortfalls? To what degree can technology help by positively impacting customer loyalty?


    • Michael Maoz, VP Distinguished Analyst, Gartner
    • Danny Saadon, Vice President, EL AL Israel Airlines, North & Central America

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Michael Maoz

Michael Maoz, VP Distinguished Analyst, Gartner

Michael Maoz is a Research Vice President and Distinguished Analyst in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategi... More   View all posts
Danny Saadon

Danny Saadon, Vice President, EL AL Israel Airlines, North & Central America

New York, NY - Danny Saadon is Vice President/General Manager of EL AL Israel Airlines for North and Central America, the largest and most important operation for the airline (outside of Israel) that generates the most tourism to the countr... More   View all posts
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Michael Maoz


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