Airlines embrace technology to personalize customer service

03/17/2014 | New York Times (tiered subscription model), The

Virgin Atlantic's use of Google Glass to track real-time information helps the airline's staff provide top-of-the-line service to its most loyal customers by pulling up account information without breaking eye contact. Airlines are also tracking social media conversations in real time to help them serve passengers and keep track of their online reputations, but experts warn that going too far could be seen as "creepy."

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