Following his presentation at Future Travel Experience Global 2019, Alaska Airlines Director, E-commerce & GM of Day of Travel Experiences Dave McCormick caught up with FTE’s Assistant Editor Marta Dimitrova to discuss the airline’s customer experience strategy. Alaska Airlines is in the midst of a major transformation following its merger with Virgin America, which has seen a significant cultural shift in the way it approaches the guest experience. Watch the above video in which McCormick shares how Alaska is driving a cultural change by empowering its employees to move away from a project mindset and focus on experiences, as they put the customer at the centre of everything.
