For those that never read this groundbreaking book, I encourage you to do so as many of the concepts are still emerging. As an airline recently told me during an interview,”We must have a mobile presence as our passengers by definition are mobile”. The  industry can no longer can think of mobile as just as another customer touchpoint, as many are beginning to recognize mobile’s potential as a new platform. I firmly believe that mobile devices represent the single most important technological change permanently altering the travel industry and creating a new environment for true personalized CRM and marketing. Combine that with the explosion of tablets (especially with low end tablets coming from Amazon and B & N) and we are in the midst of a sea change as dramatic as the explosion of the Web in the late 1990s.