The University of Cambridge publishes a Case Study about Japan Airlines innovation through TECH T...

The case study, titled “TURNING RESEARCH INTO REAL-WORLD INNOVATION AT JAPAN AIRLINES – How Japan Airlines (JAL) translated Cambridge insights into practical tools for service innovation” describes the four‑week executive programme run by IfM Engage and TECH-Tokyo that JAL joined, blending live Cambridge-led online sessions with in‑person workshops in Japan.

Cross-industry discussion helped JAL identify early innovation opportunities, with structured facilitation turning ideas into actionable insights.

“For an airline like JAL, turning technical insight into great service is crucial. With expert guidance and a structured method, the workshop helped us organise ideas, draw on cross‑industry perspectives and uncover new innovation opportunities.”
Mr Kei Sugimoto, Senior Director, Product and Service Development, Japan Airlines