| Travel: Customer Relationshipment Management |
| 5 Years Ago |
Today |
5 Years From Now |
| Airlines working with online travel agencies, starting to generate own Web site sales. |
Direct sales over the Web an increasingly important differentiator for airlines. |
Airline bookings done via cell phones and other mobile devices. |
| Check-in kiosk deployment beginning. |
Check-in kiosks pervasive; wireless check-in devices starting to be used to bust lines. |
Carriers start wider deployment of kiosks that can process check-in requests for multiple airlines; more wireless options available. |
Projects: Customer Service 
