Delta CEO: Technology Builds Relationships

Business Insider: “Some airlines see technology as a potential money maker by turning their planes into flying e-commerce platforms with hundreds of captive customers. Delta Airlines CEO Ed Bastian said he isn’t interested in going down that route. Instead, he wants technology to help his airline better understand and interact with its customers. In turn, improving the flying experience and strengthening Delta’s core business.”

He explains: “We are in the business of building relationships and our technology allows us to build intimate relationships with 180 million customers a year and you can only do that through technology.”

“Bastian’s big tech goal in 2018 is what he calls ‘building a single view of the customer.’ That means unifying all of Delta’s various customer databases to create a more holistic view of and a better understanding of the people who fly with the airline.” He comments: “The real opportunity for us is to get a better view of who you are so that we can better serve you. We can get you what you need before you even realize you need it and be able to better take care of your needs not just from a sales standpoint, but more importantly, from an experience standpoint.”


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