Sandra Opdahl has more than 25 years of travel industry leadership experience, primarily in the airline operations area for an award-winning airline. Her passion for quality customer service, in conjunction with her focus on process improvement contributed to the airline winning multiple back-to-back service-related awards while maintaining financial responsibility. Sandra continues to focus her energies on identifying and enabling ways for airlines to provide a superior customer experience that differentiates them from the competition.
Publications
Part 4
As discussed in the ‘Practitioner Edition’, a ‘digital project methodology’ is much-needed for a successful digital transformation. We highlighted that such a methodology must begin with determining the business purpose and customer benefits. In the next step, we derived services, designed a service hierarchy and also debated the importance of staying agile in service modelling. To finish the topic of digital project methodology, we revisit the customer benefit already examined at the beginning of the process. As previously mentioned, customer benefit stands at the centre of the Business Model Canvas, which is recommended for modelling the business purpose.
