The Biggest Area for Innovation

i think shared services is one place where we could see real innovation. One thing that these airlines could do is they could pool resources in terms of customer support. But i think the biggest area for innovation, honestly, is in rethinking the labor model. At its root surface is the business of people helping people. And yet it doesn't feel that way. So how can we reclaim those dynamics? We actually have to bring the passengers and customers along too. I think there's lots, in lots of room for innovation. But getting from where we are to where we need to be, i think, is going to be a long process.