Foreword / Fariba E. Alamdari -- Foreword / Kimberly J. Becker -- Foreword / Sir Tim Clark -- Foreword / Michael Frankenberg -- Foreword / Bob Lange -- Foreword / Joe Leader -- Foreword / Andres de Leon -- Foreword / Andrew Lobbenberg -- Foreword / Nicolas Petrovic -- Foreword / Sheila Remes --...

1. Introduction -- 2. Monitoring uber trends -- 3. Game changing : potential airline scenarios -- 4. Are airline managements prepared? -- 5. Social networking phenomena -- 6. Building airline brands and developing loyalty -- 7. Gaining insights from non-airline brands around the world -- 8....

1. Outlining the chaos, evolving strategies, and the new normal -- 2. Learning from other struggles : the auto industry -- 3. Learning from other successes : the customer experience industry -- 4. Innovating around airline realities -- 5. Firing on all cylinders to stay ahead -- 6. Viewing the...