AI at Altitude: Redefining Customer Service in the Airline Industry

Scandinavian Airlines Podcast with CCW Europe and Sutherland

Featured Speakers:

Naveen Mehta Managing Director, Europe and United Kingdom
Simon Hall Industry Analyst, CCW Europe
Andreas Broberg Henning Head of Digital Customer Service, Scandinavian Airlines
Mattias Helgesson Head of Customer Engagement, Scandinavian Airlines

Epsiode Summary:

The airline industry is ripe for disruption. AI disruption.

Looking at the processes that travellers endure when it comes to searching for trip destinations, booking flights, and purchasing other travel add-ons, it’s clear that AI and generative AI can propel improvements. From analysing user behaviour in more granular detail, to driving enhanced personalisation, to fostering greater loyalty via better post-travel experiences – AI has the power to sharpen and enrich the way airline brands connect and engage with their customer base.

We dive into:

The challenges Scandinavian Airlines were facing prior to partnering with Sutherland
The steps they’ve taken to inspire and deliver digital culture change
The AI solutions and proofs of concept they currently have in-flight
The work they’re doing with data to empower improved segmentation and personalisation
How they ensure every decision points toward their transformation north star
What they would do differently if they started again