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A Data Driven Approach for Customer Relationship Management for Airlines with Internet of Things & Artificial Intelligence

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Part of the IFIP Advances in Information and Communication Technology book series (IFIPAICT,volume 617)


Customer Relationship Management is a critical aspect for all service industries and extremely important in aviation industry. With the changing aviation scenario, the travel industry is facing more challenges. Identifying and retaining the profitable customers is very essential for survivability. Customers are well informed about the services that offer them the maximum value proposition and retaining high value customers is very challenging. Airlines currently use many techniques for CRM, but there are drawbacks in the system which can be complimented with emerging technologies. Artificial intelligence & Internet of Things are evolving domains, which have gained lot of importance during the last decade, predominantly due the capacity of systems to gather, store, process & transfer huge amount of data. This paper is indented to improve CRM with the prudent use of AI & IOT and involve airports in implementing smart CRM, ensuring long term profitability and sustained revenues.


  • Smart customer relationship management
  • Smart airport
  • Internet of Things
  • Artificial Intelligence

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  • DOI: 10.1007/978-3-030-64849-7_58
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Correspondence to Poonam Devrakhyani .

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Pillai, R.G., Devrakhyani, P. (2020). A Data Driven Approach for Customer Relationship Management for Airlines with Internet of Things & Artificial Intelligence. In: Sharma, S.K., Dwivedi, Y.K., Metri, B., Rana, N.P. (eds) Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation. TDIT 2020. IFIP Advances in Information and Communication Technology, vol 617. Springer, Cham.

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