AI at Altitude: Redefining Customer Service in the Airline Industry

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.
This AI transformation journey is one that Sutherland and Scandinavian Airlines have been on together for a number of years. And in this episode of In Conversation With CCW Europe, Sutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning join forces to discuss what they’ve accomplished thus far and what’s in the pipeline. Alongside CCW Europe’s Simon Hall, they map out all the foundational pillars on which they’re building their customer-centric AI strategy.
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
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