Not a CX pilot but, the fuel argument is very close to the stats vs "watch the games" debate raging on in many pro sports. I'm most familiar with baseball and hockey. Old school strict "expertise"-types appear to believe that stats cannot possibly help to explain or inform such a fluid thing as a game. Egghead types boil down every possible moment into a probability.
Just curious if one's position on use of stats in sports management- for scouting, creating a team, deploying the team, strategy etc correlates with one's position on airline fuel loading.
Use the data? Or rely on your staff's experience? Seems the most successful pro sports teams today run (my opinion) on a 2:1 ratio of the above methodologies. Neither is fully reliable on its own, the secret sauce is mixing the two appropriately. Any company or team that strays too far in one direction is going to get lapped.