Corrie DeCamp

How Southwest Airlines Innovates to Meet Customer Needs Discover how Southwest Airlines transformed customer perceptions and satisfaction over the years. From pricing strategies to enhanced service, we explore their journey of innovation and how they adapt to what travelers truly value. #SouthwestAirlines #CustomerService #Innovation #TravelTips #AirlineIndustry #ConsumerSatisfaction #BrandPerception #TravelNews #AirlineInnovation #CustomerExperience

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Imagine landing at SFO, skipping the usual airport traffic, and boarding your Southwest Airlines flight directly from Terminal 2 via Midnight... Excited to explore how we can create a seamless travel experience with the Southwest team! Dive into the details in this TechCrunch article: https://lnkd.in/e_ABx4K6

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🔍 How can you evaluate objectives, strategies, and tactics in distribution? 🎙️ Our podcast with Travel In Motion provides insights into this fundamental question. Jonathan Newman and Thibaud Rohmer explore how airlines evaluate their distribution strategies, specifically focusing on NDC investments. 🎧 You can listen on Spotify! https://ow.ly/U9c650S370s

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I keep hearing from Airline decision-makers, "Payment software integrations are too time-consuming and slow down the business." But here’s the crucial point they’re missing: There are two types of payment integrations. 1. A Back-to-Back integration 2. A SDK integration With a Back-to-Back Integration, the software vendor has complete control over features and upgrades, but with an SDK integration, your airline's team has much more control. There are parts of the software that the vendor develops and maintains and other parts that your company can update without contacting the vendor. For example, if you use an SDK integration, you can manage the checkout system, where you enter the credit card data. If the airline wants to add a new payment method, the internal team can do it automatically in under 30 seconds on the dashboard with just a few clicks (with an SDK integration). A new payment method instantly appears at checkout. If you have to ask your software provider to do the same thing on a Back-to-Back Integration, they'll tell you that it will take three or four months. Traditionally, the airline would delegate the entire website to a third party and depend on their timelines for feature upgrades. According to the old way, adding new payment methods could even involve spending up to a year lobbying for them. But with an SDK integration, you can modify the entire checkout system by yourself. If tomorrow, the airline wants to add five new payment methods, they can do it in a minute instead of waiting for a year or whatever timeline the vendor says. The difference is that big. 30 seconds versus 4 months. You can only imagine what a difference that can make for business growth. This applies to many industries, not just airlines. What do you think about this? Do you think SDK integrations are worth it?

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Travel marketing should be engaging, personal and highly visual. Think of it as a taste of your customer's next trip, their next adventure that they'll talk about for years to come. Take a look at how these 12 brands wowed travelers with innovative campaigns. #travelmarketing #videomarketing

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TSA Pre Check has not been a significant time advantage for a long time, especially during the summer or during holidays when leisure travelers clog the lanes. Buying even more access ( Clear ) is available, but should travelers pay more to get through the travel lanes. I do like being able to keep shoes, belts and electronics in place while passing the check. TSA Staffing problems are probably the biggest challenge for fast access. Do you pay for Clear on top of Pre-Check, and is it worth it? #businesstravel Have we reached peak PreCheck?

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I highly recommend this webinar. Hear one of our existing customers share how they are leveraging AI technology to help their people optimize performance and achieve one of the best CSAT results in the industry

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Accelya's latest eBook, "Order Accounting: The Key to Modern Airline Retailing," consolidates these insights. Featuring industry leaders like Jenny Benjamin (Alaska Airlines), Ezekiel Oduor (Kenya Airways), and Chris Haggard (WestJet Airlines), it reveals how airlines are modernizing retailing to enhance customer experiences, drive growth, and innovate. 👉 Access the eBook here: https://ow.ly/i7K430sIIfC We’d love to know: How is your airline leveraging finance to prepare for the future of retailing? #AirlineFinance #ModernRetailing #OffersAndOrders #AirlineInnovation

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Delta Airlines CEO, Ed Bastian, and American Express CEO, Steve Squeri, spoke with Qualtrics co-founder and co-chairman Ryan Smith at X4 last month about the power of partnerships, the intrinsic value of people, and the experience economy. Check out the interview below along with many other highlights from X4. #Qualtrics #XM #CX #EX #QualtricsEastRegion #Leadership

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On the latest episode of the Corporate Competitor Podcast, Scott Kirby, CEO at United Airlines shares how he limits his formal meetings to just 20 hours per week, carving out plenty of time to connect directly with United employees -- writes Don Yaeger on Chief Executive Group. Kirby explains that these informal interactions help him gain invaluable insights and a clearer picture of the company. By doing this, he ensures he is not only managing his team, but leading it. In this episode, Kirby also shares lessons from his 30-plus years in the aviation industry, where he has held leadership roles at United, America West, US Airways and American Airlines. Highlights include: • Building trust through transparency • The power of momentum and continuous improvement • The lifelong value of teamwork https://lnkd.in/gbfFd2Bq

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Technology has reshaped corporate travel in the past 20+ years, and my business partner Brandon Strauss highlights the biggest shifts in TMC RFPs. Curious to see his top takeaways? Let us know if you agree with his insights. #BusinessTravel #CorporateTravel #TechInTravel https://bit.ly/3OzO9by

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Yesterday, I had breakfast with the head of payments from one of the top legacy airlines in the Americas. The experience was... enlightening, to say the least. As we sat down, I noticed how long it took for the waiter to take our order. Then, the wait for our food felt endless. Ironically, this experience mirrored exactly what we were there to discuss: The challenges legacy airlines face in adapting to new payment technologies. **→ Slow to take orders = Slow to recognize needs** Just as our waiter was slow to acknowledge us, legacy airlines are slow to adapt to changing customer payment needs. **→ Limited menu = Limited payment options** The menu was long but outdated—just like legacy airlines, which offer many services but limited, outdated payment options. **→ Long wait for food = Long implementation times** Our breakfast took forever to arrive. The airline exec said their new payment system could take 8-9 months to implement. In fintech, that’s an eternity. **→ Kitchen constrained by old equipment = Legacy IT systems** Just as old kitchen equipment slows service, outdated IT infrastructure hinders legacy airlines from integrating new payment tech. **→ Reluctance to change the menu = Resistance to new technologies** The manager hadn’t updated the menu in years. Likewise, legacy airlines resist adopting new payment orchestration, sticking with in-house systems. At Yuno, we're working to bridge this gap. Our payment orchestration platform can be implemented in weeks. Enabling established airlines modernize their payment systems quickly without a full overhaul. The question is: Will legacy airlines adapt in time? Or will they be stuck with cold breakfast while competitors serve lunch?

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Travel disruptions are never fun, and I completely understand why so many travelers prefer to talk with a human during these moments. By integrating AI into our customer service team, we’ve been able to double the volume of customer queries we handle—while still ensuring our customers can always talk to a real human when it matters most. #customercare #traveldisruptions

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I was truly inspired by the opportunity to speak with Jason Birnbaum, CIO, United Airlines and hear his insightful speech at #TechChicago. Here are the key takeaways from his speech and vision for United Airlines: #Amazonization of Airline Services:   It’s not just about adopting new technology; it’s about meeting #customerexpectations. As customers increasingly live their lives online, they expect seamless digital experiences in all aspects, including travel. Airline sector is at the forefront of technological advancements, so aligning our strategies with customer expectations is crucial. Consider Amazon’s user experience: customers can place orders with a click, easily get refunds, and rarely need to call customer service. Goal is to deliver similar convenience and efficiency, providing customers with all the information they need at their fingertips. Enhancing #EmployeeExperience to Improve Customer Satisfaction:  Employees who interact with customers daily also have high expectations. Disengaged employees can negatively affect customer satisfaction. Thus, creating a #virtuouscircle in high-touch situations is essential. #InnovationAcross the Board:   At United, employees are avid users of their own products. For example, when CEO’s plane had to be diverted to Rockford, Illinois, he was acting as the spokesperson and took to the weather maps to explain the situation to audience. This led to integrating weather maps into the United app, demonstrating use of innovation to enhance transparency and customer understanding. Innovation and smart ideas should address challenges across all domains and technologies. It’s everyone’s responsibility to #listen, support, and stay ahead in understanding emerging technologies to adapt swiftly and thrive. #Amazonization #VirtuousCircle #HighTouch #Leadership #Innovation #CustomerExperience #Technology #AirlineIndustry #UnitedAirlines Jason Birnbaum

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Five9 customers, Alaska Airlines and US Radiology Specialists, share insights on areas they could automate and what AI means for their companies. Hear more this morning at #CCWVegas Academy Ballroom in our customer panel on the AI contextual data revolution. #CustomerSuccess #CustomerContactWeek #AI #CX

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American Airlines..you have many great opportunities for GenAI/ML/Digital Transformation to elevate your customer and employee experience! Short Story: My flight today to ORD was delayed, and the AA system automatically booked me on a flight the following day because it assumed I would miss my connecting flight. However, my connecting flight was also delayed. After speaking with a very kind AA agent, I did get a seat on my original flight. However, I went from a paid seat that was close to the front, to 27F, 8 rows from the back. I wonder if AA's systems will auto-credit my account for the seat upgrade I purchased? 🤔 Some strategic enhancements and integrations of some some possible disparate systems would go a long way to delight American Airlines customers and employees. Let's make a new world happen. World Wide Technology #AI #ML #DigitalTransformation

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