BM565 Presentation: Digital Business, New Tech & CW1 Summary Analysis

This presentation provides a summary of findings related to digital business and new technologies, particularly focusing on the role of artificial intelligence in enhancing customer experience and achieving sustainability. It discusses the application of these technologies, including AI, big data, and machine learning, within the airline industry, specifically British Airways. The presentation covers concepts and theories, such as revenue management, safety and airline maintenance, AI feedback analysis, and self-service technologies, highlighting their impact on efficiency, customer satisfaction, and operational improvements. The conclusion emphasizes the importance of digital technology in improving quality management and customer experience, with references to relevant academic sources.

DIGITAL BUSINESS &
NEW TECHNOLOGIES

TABLE OF CONTENTS
• Introduction
• Summary
• Conclusion based on the CW1 summary
• Concepts and theories of technology to airlines industry:
• Conclusion
• References

INTRODUCTION
• The digital business are define as the technology which used in the business for the growth and development
of the company.
• The CW1 report choose the artificial intelligence components in the digital business for improve the
customers experience.
• It helps in gain sustainability in the market for the customers desires, more accurately, relevant and forecast
faster than the competitors in the market.
• The British airways company is the airline company at London, united kingdom and it is the second largest
UK based company.

SUMMARY
• Digital business is referred as the doing business through the online platform. The digital business helps in business
in run smoothly and smartly.
• With the help of AI technology, it helps in built the trust in customers towards the company for the long term. The
artificial intelligence is also used for the online payment for the safety and security between the company and
customers as well as develop the best quality products according to the desires and needs of customers.
• Technology are used in the Artificial intelligence, big data and machine learning.
• In the context of business and organisation learning, the organisation effectively maintained the productivity,
profitability with the helps of effectively using the artificial intelligence in various platform.
• In the context of effectiveness and use of technologies, it helps in bring the success for the organisation by the less
time and money.

CONT.
• In the technologies the online banking and online payment
platforms are use for effectiveness as well as it save the times and
other expenses of the customers and business.
• The technology also used in the designing and packaging of
products and services for attract the attention of the customers.
• In the context of digital business and new technologies roles in
the emergence of theories in the business is increase the
productivity of employees, meet the customer’s expectation and
satisfaction in the challenging modern business as well as
facilitate the relevant data and information to the customers in
effective manner.

Conclusion based on the CW1 summary
• As the conclusion, the digital business use in the modern business
for run the business in the effective and efficient manner.
• The business can generate the customer's data with the helps of
technology, understand and engage with the customers as well as
improve the revenue and productivity of the organization and
decrease the operational expenses of organization.
• In the conclusion, due to the effective technologies the business
can deliver the best quality services to the customers as well as
assistance the employees.

CONT.
• According to the CW1 summary concluded that the new
technologies and roles of the digital business in modern
business is customer's expectations fulfilment, enhance the
employee's productivity in the organization as well as facilitate
the reliable data to customers.
• The summary also considered the modern business activity such
as AI digital transaction that increase the efficiency of the
company.
• The business and organization learning form the new
technologies that how to satisfy the customers and develop the
customers in the retail industry, airlines and food services, etc.

Concepts and theories of technology to airlines
industry:
• The concepts and application of technology will apply in the airline's industry. The technology is important in
the airline's industry for the growth and development in the airways.
• The airline company is using the technology combination to collect the data and information of every individual
traveller to provide services and offers to the customers.
• Its development in the artificial intelligence for the applications such as flights operations, surveillance and
airport operations.
• The airways company provide the booking a flight ticket on the phone rather than offline surveys and it is
known as the e-commerce platforms.

CONT.
• There are various types of technologies which can be provided by
the airlines through the Artificial technologies such as facial
recognition, AI bots, security checkpoints, thermal cameras, self
services Kiosks, waiting times , etc.
• The company can use the recommendation engine, Chabot's,
baggage screen, AI thermal cameras, etc.
• With the help of historical information of the passengers the
company can offer the personalize services to the customers and
enhance the customer's retention as well as customer’s lifetime
value.
• Due to the AI technologies, the airlines are provided the fever
detector AI thermal cameras for detect the customers with the fever
and facial recognition.

CONT.
The artificial technology use the various aspects of airline operational activities such as revenue management,
safety and maintenance, crew management and airport self-service.
• Revenues management: It is the application of analytics and data aim that how to sale the tickets to the
customers at the reasonable price at the right channel and right time.
• Safety and airline maintenance: The British airlines company bear a high cost due to the cancellations and
delay include the expenses and compensation to the travellers in company.
• AI feedback analysis: The usage of AI helps in find out the passengers experience with the flight through the
feedback analysis. It can help company to improve the customers services.
• Self service: The self-service check-in kiosks systems helps in automating the customers journey and it is the
contactless technologies.

CONCLUSION
• As the conclusion, digital business and new technology is the process of applying digital
technology in the company for improve the quality management of products and services as
well as improve the customers experience by providing the best facility through the
technology.
• It also discussed the concepts and theories of technology which is applied in the British
airways company for the efficiency of business operations.
• It also discussed that technology in business helps in improve the customers experiencing
and their satisfaction levels and needs.

REFERENCES
• Bueno, E.V., Weber, T.B.B., Bomfim, E.L. and Kato, H.T., 2019. Measuring customer experience in service: A
systematic review. The Service Industries Journal.39(11-12).pp.779-798.
• Di Vaio, A., Palladino, R., Hassan, R. and Escobar, O., 2020. Artificial intelligence and business models in the
sustainable development goals perspective: A systematic literature review. Journal of Business Research.121.
pp.283-314.
• Hoyer, W.D., Kroschke, M., Schmitt, B., Kraume, K. and Shankar, V., 2020. Transforming the customer
experience through new technologies. Journal of Interactive Marketing.51.pp.57-71.
• Loureiro, S.M.C., Guerreiro, J. and Tussyadiah, I., 2021. Artificial intelligence in business: State of the art and
future research agenda. Journal of Business Research. 129. pp.911-926.
• Nwaiwu, F., 2018. Review and comparison of conceptual frameworks on digital business transformation. Journal
of Competitiveness.