I talked to an experienced digital professional, Matt Ravlich. Matt is currently a Managing Director for Alberta Consulting Group (ACG), where he specializes in optimizing their clients’ digital experiences using the current tools they have and helping them prepare for the future. Prior to that, Matt was Manager of Digital Analytics and Optimization at the second-largest Canadian airline, WestJet Airlines, where his main focus was growing maturity levels with WestJet analytics and...

Iztok and his co-host Henry Harteveldt talked to Jake Maloney, Senior Manager, Ecommerce at Frontier Airlines. We were thrilled to speak with Jake because Frontier Airlines is a digital commerce powerhouse. In its June 2022 quarter, Frontier reported a record $74.96 in ancillary revenue per passenger. Jake shared how Froniter ecommerce team is organized, how they build great digital products like Discount Den, and other things that drive Frontier's ancillary revenue success.   You can...

Iztok and his co-host Henry Harteveldt talked to Michaela Hermans, Head of Digital Transformation and Innovation at Wizz Air. Michaela shared  a lot of great insights and learning from their digital transformation journey, including: why digital and innovation are enablers for Wizz Air's rapid growth why they are building cross-functional product teams why Wizz Air is not doing digital for the sake of digital You can find the full article with key key concepts, quotes, and other notes from...

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...

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...

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...

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 &...

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...

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...

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...

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...

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...

Listen to this episode of the Airline Talks series and learn from Ivan Karlovic, Director, Data Analytics at Norwegian. Ivan shared tons of interesting insights and his experience from building a new data team at Norwegian. Here are some highlights from our talk Why and how Norwegian is building an internal data team What kind of data roles are they looking for How is the team organized What are the use cases and opportunities You can find the full article with quotes and other notes...

This is the first episode in our Airline Digital Talks series, where airline digital talks will talk about their work. Listen to this episode and learn from Remus Moraru, a digital expert from Wizz Air. Remus talked about data, analytics, experimentation, mobile apps, and how Wizz Air and its digital team are adapting to COVID challenges. You can find the full article with quotes and other notes from our talk with Remus here: https://diggintravel.com/airline-digital-talks-wizz-air/

In today's podcast episode I talked to Emre Güney, Head of Global Marketing, Lifecycle at Skyscanner. I know Emre back from his airline days when he was Head of Digital Product & Growth Marketing at Pegasus Airlines.   Emre talked about customer retention and how to do retention marketing in travel. Especially in airline industry where we suffer from low differentiation, commoditization and low frequency is the hardest part of marketing.   Emre provided many other insights on...

In this episode, you can listen to insights from an airline industry expert and researcher Henry Harteveldt from Atmosphere Research. Henry talked about the research commissioned by the Accelya Air Transformation Lab and conducted by Atmosphere Research is called “Airlines: A path back to profitability”. The research is a great analysis of the latest airline retailing and other industry trends. What can you learn from this podcast: the latest travel industry recovery outlook how will new...

 I see so many airlines build new digital solutions to adapt to the new reality of travel. The move to a touchless, contactless, digital journey is on every airline agenda. But what is the process behind building these new airline digital solutions? I talked to Diego Brunot, UX Lead at American Airlines. Diego and his team work on what is now a crucial part of the airline travel journey, the post-booking digital experience. Listen to the new episode of the Diggintravel Podcast about how to...

In this special episode, I talked to Lukas Vermeer, Director of Experimentation at Booking.com.   We talked about how travel digital giants like Booking.com use experimentation to build great travel digital products. What can you learn from this podcast: - How Booking.com is organized and how they changed as they scaled up experimentation - What kind of experiments you should run and in what cases - How to integrate experimentation and user research - What kind of metrics to use - What are...

On today's episode will talk about robots and innovation with Innovation expert and visionary Ravinder Ravi Singh. Robotics and robotic process automation were one of the digital trends I identified when I was doing research for our 2021 Airline Digital Trends report. AirAsia recently talked about robotic process automation, and Turkish Airlines is doing it. To learn more about it I talked to Ravinder Ravi Singh. Ravi was the Chief Information and Innovation Officer working for an airline,...

To start year 2 of the Diggintravel Podcast on a high note we talked about one of the hottest topics in the travel industry: the 2021 outlook for travel retailing and distribution. Who will build the ultimate travel retailing platform? Airlines, OTAs, Google, or Amazon?Our guest Mauricio Prieto is a travel visionary and an expert in travel distribution and travel. Mauricio was one of the co-founders of eDreams, one of the biggest OTAs in Europe. Here are some other things you can learn about...

In this special edition of Diggintravel Podcast, we did a group chat with four participants in our Airline Digital Academy. We talked about our 2020 learnings and 2021 expectations with:Barbara Zimmer, Manager of E-Distribution at Qatar AirwaysMwajuma Salim, Head of Digital Commerce and Customer Experience at Kenya AirwaysLeda Koleilat, Senior Ecommerce Assistant at Qatar AirwaysStanislava Yordanova, Senior Product Marketing Manager at PROSHere is the full article "5 Positive Airline Digital...

In this episode, Esamatti Vuolle, Head of Digital Commerce at Finnair talks about their digital transformation journey.What else you can learn from this podcast:How Finnair digital transformation was disrupted by the pandemic and how they adaptedWhat was his one key learning about digitalWhy Finnair built in-house digital teams and digital platformHow Finnair agile customer-centric digital product development process worksBONUS: Please check the article on the link below to find out what are...

Today you can learn from one of the best digital and UX experts in the travel industry - Rui Pereria, Director of Product Design & UX Research at eDreams and former Head of UX Research at Ryanair.What will you learn from this podcast?How eDreams adapted their digital and research activities during the COVID pandemicWhat mistake Rui was doing at Ryanair that he learned the most fromHow to do UX research at scale - eDreams is one of Spain's largest product design teamsOther great UX and...

In this episode, Iztok Franko, founder of Diggintravel.com shares his views about airline recovery and how it will change airline digital marketing short-term and long-term. Topics covered:why airline digital & marketing should react to faster planning cycleshow will new consumer behavior affect the digital experiencewhat are the opportunities for airlines because of the new customer behaviorwhat are the digital skills of the futureWe also talked about the upcoming launch of the...

COVID-19 changed your user's behavior significantly. You need to understand the new context for your users, their fears, their key friction points before you do any other digital activities.We talked about how to do that with Amanda Stockwell. She is a user research expert and one of the most popular instructors on LinkedIn Learning. She consults both Fortune 100 companies and start-ups on how to leverage user research to build better digital products. Amanda is also an instructor for Module...