| | JUNE 20218A cross the globe, COVID-19 has remarkably changed the everyday behaviour of billions of people. It has forced many to move online be it for their shopping needs, entertainment or making a flight booking, hence fur-ther fuelling the pace of digital transformation. The rapid change, majorly due to economic downturn, shift in prefer-ences and digital acceleration,have important implications on the way we do business and retain our customers.For companies which were quick to accept change and act accordingly, it has been an opportunity to lead and help shape the new normal. With the travel industry adapting to these new norms, there has been an added focus on creating experiences which attract brand loyalty. At the same time, it is also important to understand the customer behavioural changes are not linear and customer loyalty will be defined by the value and sentiments that the new experiences de-liver. The onset of a pandemic, that too of global proportions, inadvertently calls for making temporary as well as perma-nent changes. During such times, it becomes all the more important to plan ahead for possible shift in trends, under-standing changes in customer sentiments, analyse the next steps and develop solutions to help us adapt to the changes so as to continue the pace of moving forward. The digital platform has a major role in empowering this change as it has the maximum potential and impact in the current times. This is why IndiGo's digital transformation was the focal point, now more than ever. DEGREE DIGITAL TRANSFORMATION UTILIZATION IN BUSINESSESBy Nitin Sethi, Vice President Digital, IndiGo AirlinesVANTAGE POINT
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