As an airline loyalty strategist, your information technology (IT) priorities are likely simple: It needs to work effectively, as your needs arise. Your priorities may not go much further than that, and that’s okay. But in the post-pandemic travel economy, airline loyalty leaders are in a technology-related bind—and you need to be the one to address it. Specifically, monolithic IT is getting in the way of the transformation airline strategists need today. “Loyalty programs are scrambling to find the right balance between wooing people back to their airlines … and giving away too much in a time of unprecedented financial loss,” as Forbes described at the start of 2021. You need to implement new loyalty program designs quickly—without exceeding your budget and without your existing technology infrastructure getting in the way.
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