The Diggintravel Podcast

Iztok and his co-host Henry Harteveldt talked to Mark Hursh, Senior Director of Digital Customer Experience at Southwest Airlines, to learn how they build innovative digital products. Mark shared  a lot of great insights and learning from their journey to build one of the best airline digital teams.

• ideation - how to get ideas for innovative digital products
• research and testing - how they do it and how COVID changed this process
• optimization and testing - why and how is Southwest Airlines digital team doing testing at large scale
• going beyond the website and app - how do they optimize other digital channels like in-flight entertainment portal
• growing their digital team - what kind of roles and profiles are they looking for at Southwest Airlines

You can find the full article with the key concepts, quotes, and other notes from this chat here:

https://diggintravel.com/innovative-airline-digital-products-southwest-airlines-case

In the third episode of our Airline Digital Cabin and Retailing series Iztok were Henry joined by Viktorija Kucerova, Senior Consultant for Marketing, Strategy and Sustainability at SITA.

The trio talked about all kinds of airline digital, ecommerce, and onboard retailing concepts:

• The importance of product development, testing and innovation
• The importance of making the passenger's journey as unique as possible
• The importance of negative space
• The importance of focusing on the cabin experience and cabin crew
• The importance of cabin crew digitialization
• The importance of collaboration

You can find the full article with the key concepts, quotes, and other notes from this chat here:

https://diggintravel.com/airline-digital-cabin-talks/

In the second episode of our Airline Digital Retailing series, Iztok and Henry talked to airline ecommerce and ancillary expert Lee Barrett.

Lee’s impressive airline career includes roles in Cabin Crew Development and Performance and Development Management at Air New Zealand at its head office in Auckland, Head of Customer Service at JetStar in Tokyo, Director of Ancillary Revenue at Viva Aerobus in Mexico City, and Director of Customer Experience and Ancillary Revenue for LEVEL in London. Lee is currently the “Future of Check-In” Program Manager at Auckland Airport. His extensive mix of operational roles – including working with cabin crew – and business roles provided the right mix for a lively, fascinating conversation.

You can find the full article with the key concepts, quotes, and other notes from our talk with Lee and Henry here:

https://diggintravel.com/insights-for-ancillary-revenue-and-airline-onboard-retailing/

This is the first episode in our new Airline Digital Cabin Talks. It's a new series in which we'll talk about airline digital, ancillary revenue and onboard retail.

In the first episode we talked to Emilio Chacon Monsant. Emilio’s background is in ancillary products, digital commerce, and the digital experience at four airlines, including two network carriers – Aeromexico and Avianca – and two low-cost airlines, Vueling and Ryanair. Emilo is currently VP, Airline Relationships & Ancillary Revenue at Global Onboard Partners.

Travel industry analyst Henry Harteveldt joined us as a special co-host for the new podcast series, to provide his unique perspective on airline retailing.

You can find the full article with the key concepts, quotes, and other notes from our talk with Emilo and Henry here:

https://diggintravel.com/airline-digital-cabin-successful-onboard-retailing/

Joe Sinclair, Senior Digital Analyst at Air New Zealand, joined the show to talk about how digital analytics team evolved at Air New Zealand.

Joe shared many valuable lessons learned by Air New Zealand's airline digital analytics team. He explained how they started from scratch with their digital analytics team, and talked about how the team grew and how they are now working and providing insights throughout the whole airline customer journey.

You can find the full article with the key concepts, quotes, and other notes from our talk with Joe here:

https://diggintravel.com/airline-digital-analytics-evolution-air-new-zealand/

Greg Dowling, Global Director of Business Insights at Glassbox joined our chat to explain how airline digital pros can really figure out what's going on in their booking funnel. 

If you want to increase conversion rate, if you want to improve your digital experience - there is one thing you really need to do. You need to understand your customers, their struggles, and their key digital pain points.

Greg explained how you can understand the WHY - why your customers behave in a certain way and how to use this knowledge to increase the conversion rates on your website or digital app.

You can find the full article with the key concepts, quotes, and other notes from our talk with Greg here:

https://diggintravel.com/airline-digital-experience-analytics/

Today, we bring you another great digital expert – Ben Labay, Managing Director at Speero. Speero is a digital optimization agency built by the people who founded the CXL blog, one of the best resources available for conversion optimization and experimentation. Ben is an industry leader, a speaker on all things digital research and experimentation, and a conservation science consultant.

Check out the full podcast interview if you’re interested in:

• How to make faster and better decisions
• 3 places to start your testing and experimentation program
• Different organizational models you can use to set up your airline experimentation program
• What kind of experimentation tools to use
• How to be innovative with A/B testing and experimentation

You can find the full article with the key concepts, quotes, and other notes from our talk with Ben here:

https://diggintravel.com/airline-experimentation-talks/

In this podcast episode, we'll be very hands-on and practical. I get asked a lot about how to implement website analytics by airline people, and if you want to learn about that too - this episode is for you.

Liliana García Magaña, who works on Business Intelligence and Analytics at a Mexican low-cost airline VivaAerobus, explained in detail how they implemented new advanced digital analytics, how they designed new analytics framework, and how they deal with the challenge of omnichannel tracking. Liliana and her team built a robust web analytics model which now allows them to measure every user interaction across different channels.

Today's talk it's all about marketing and innovation. Alberto Terol Conthe, a Head of Customer Experience Design & Development at Iberia, shared his insights on how marketing and innovation are connected.

Even more, Alberto shared his framework that connects Design Thinking, Strategic Foresight, and Growth Marketing among other things. Listen to my chat with Alberto to learn about all these things and check the article on the link below for the full visual model of the Framework.

You can find the full article with the Framework, quotes, and other notes from our talk with Alberto here:

https://diggintravel.com/airline-innovation-talks-iberia/