Delta Air Lines on the Vision for AI
27.09.2023 - 16:13
/ skift.com
/ Delta Air Lines
/ Justin Dawes
/ Wouter Geerts
The chief digital officer of Delta Air Lines sees the latest advancements of AI as a way to connect the historically fragmented customer experience.
Eric Phillips discussed some of Delta’s vision Wednesday morning onstage during the 2023 Skift Global Forum in New York City.
The session — about the future role of AI in travel — was a conversation between Phillipsand Ben Ellencweig, a senior partner with McKinsey & Company. It was moderated by Wouter Geerts, head of research for Skift.
The talk was in conjunction with the release of a new report entitled, “How AI Can Unlock The Promise of Travel,” produced by Skift Research in collaboration with McKinsey.
Below are some of the most notable statements the panelists made about the future of AI in travel.
Phillips went over the vision of how AI can make a better customer experience.
The airline industry, like the rest of the travel industry, operates largely on decades-old systems. Without those being updated, the question is how the industry will integrate AI.
It’s not a simple process, but Phillips said Delta has been figuring it out:
Ellencweig of McKinsey said generative AI can actually help the process, especially with writing the code that’s needed:
Ellencweig of McKinsey said all executives should start considering the role of AI in the future of their company. He outlined three steps they should take: