Lessons from the Southwest Airlines Meltdown: How Services Can Help Modernize Enterprise Intelligence Systems

Lessons from the Southwest Airlines Meltdown: How Services Can Help Modernize Enterprise Intelligence Systems

This IDC Perspective discusses the recent operational meltdown of Southwest Airlines in the context of one of the predictions made in IDC FutureScape: Worldwide Future of Intelligence 2023 Predictions (IDC #US49733822, October 2022). This IDC Perspective examines the role that professional services providers can play in helping organizations overcome common barriers to modernizing enterprise intelligence systems across technology, data, people, and processes."There's a reason the Southwest Airlines meltdown continues to make headlines, long after passengers have reached their destinations and reunited with their baggage," said Jennifer Hamel, research director, Analytics and Intelligent Automation Services at IDC. "Both IT and business leaders should heed the warning of the potential costs — financial and otherwise — that can result from outdated enterprise intelligence capabilities and understand how services partners can support them to modernize their technology environments and business processes."

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