The document summarizes the findings of a study on digital readiness for customer experience in the airline industry. It identifies the top challenges facing airlines as meeting higher customer expectations and using digital technology to differentiate. Cultural resistance is a key barrier to digital adoption, as are siloed technology and operations. While most airlines see opportunities in digital, they believe the industry lags others in innovation. Strengthening relationships with customers directly is a priority as digital has increased the power of intermediaries like online travel agencies. Increasing digital sophistication through mobile apps, customer data, social media, and personalization are strategies to improve the customer experience.