Southwest Airlines Builds a Customer-First Culture with Data and Technology

Data Driven Leadership

22:42

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers. Today we’re going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I’d like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCES Medallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

for ca. et år siden 28:49

MP3•Episode hjem

Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success?

The answer is data.

In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot. They discuss how real-time analytics and data-driven solutions are at the heart of Southwest’s operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition.

You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.

In this episode, you will learn:

How data powers Southwest Airlines' customer service and operations
The value of learning from other organizations with similar values
Why customer feedback is critical to shaping business strategies

Things to listen for:

(00:00) Introduction to the episode with guest France Grenot
(05:40) Customer loyalty and hospitality
(08:42) Using real-time data for operational efficiency
(12:06) Changes to Southwest’s assigned seating scheme
(18:05) Using data for pricing and operational decisions
(22:31) Sharing best practices with other customer-centric companies
(25:34) Customer data privacy at Southwest Airlines

69 episoder

#Tech #Business #Results

Data Driven Leadership

Southwest Airlines Builds a Customer-First Culture with Data and Technology

Data Driven Leadership

78,308 subscribers

published for ca. et år siden

Del

MP3•Episode hjem

Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success?

The answer is data.

You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.

In this episode, you will learn:

How data powers Southwest Airlines' customer service and operations
The value of learning from other organizations with similar values
Why customer feedback is critical to shaping business strategies

Things to listen for:

(00:00) Introduction to the episode with guest France Grenot
(05:40) Customer loyalty and hospitality
(08:42) Using real-time data for operational efficiency
(12:06) Changes to Southwest’s assigned seating scheme
(18:05) Using data for pricing and operational decisions
(22:31) Sharing best practices with other customer-centric companies
(25:34) Customer data privacy at Southwest Airlines

69 episoder

#Tech #Business #Results

Alle episoder

Data Driven Leadership

1
When Everything’s Connected: The Role of Data in Public Health 32:54

for 2 dage siden32:54

32:54

A spike in food prices. A livestock disease outbreak. An overwhelmed hospital. These might seem unrelated—until you follow the data. In this episode of Data Driven Leadership, Jess Carter talks with Dr. Heidi Steinecker , senior director of health and human services at Resultant . They discuss how data brings clarity to the hidden links between the economy, public health, and food safety. Heidi introduces the One Health framework, which brings together human, animal, and environmental data to help leaders spot risks earlier, respond more effectively, and shape smarter policies. She also advises on how to build cross-agency collaboration, modernize systems, and use analytics to drive real-world impact before a crisis hits. In this episode, you will learn: The importance of data visibility in policy and decision-making How different types of data work together to tell a bigger story How state agencies can modernize data collection and analytics Things to listen for: (00:00) Introduction to the episode with Dr. Heidi Steinecker (06:02) Data provides visibility to make decisions (10:03) Decisions are iterative (11:47) The importance of social determinants of health (15:21) Lessons on data exchange from the COVID-19 pandemic (20:06) Enhancing data collection and predictions with technology (24:34) One Health: Integrating environmental, animal, and human data (27:29) Advice for implementing One Health…

Data Driven Leadership

1
EnerSys’ Approach to Product Management: Turning Vision Into Value 29:07

for 16 dage siden29:07

29:07

Being skilled in tech and data enables you to create value in any field. In this episode of Data-Driven Leadership, host Jess Carter sits down with Kerry Phillips , vice president of global product management for the motive power division at EnerSys . Kerry shares his journey of switching industries, from consulting to leading product management in the battery industry. He explains how his expertise in tech and data helped him build confidence and deliver results in a new role. Kerry also gives a glimpse into the development of EnerSys’ latest data-driven application that aims to democratize their sales process and simplify product selection. Listen in to find out how his team overcame obstacles such as messy data and scope creep to demonstrate real value. In this episode, you will learn: How to transition into a new industry with confidence Why descoping can be a crucial part of achieving project success Steps to break down complex projects into manageable pieces Things to listen for: (00:00) Introduction to the episode with Kerry Phillips (04:32) The need for a product manager at EnerSys (11:46) Building a demonstration tool (14:04) Transferable skills from Kerry’s consulting background (17:14) Technology solutions to democratize the sales process (21:44) Challenges with data governance (23:46) How to manage scope creep and deliver iterative value (25:38) Preparing for a global product launch at EnerSys…

Data Driven Leadership

1
Sharpening Strategic Focus and Leading with Purpose in a Noisy World 30:37

for 4 weeks siden30:37

30:37

How do you know when to pivot or stay on course? The best leaders know the right time to step back, challenge assumptions, and make deliberate choices. In this episode of Data-Driven Leadership, Jess Carter sits down with John Roach , president at Resultant , to talk about his approach to strategic leadership. They discuss how leaders can maintain clarity, reassess priorities, and ensure decisions align with the bigger picture. John also highlights the importance of leveraging technology to automate repetitive tasks, allowing leaders to focus on the highest and best use of their time—creative thinking, problem-solving, and making decisions that drive real impact. In this episode, you will learn: How to determine if your data strategy is still serving your business Why balancing risk vs. innovation is key to long-term success How tech and AI can help leaders focus on high-value work Things to listen for: (00:00) Introduction to the episode with John Roach (02:45) Staying true to your bedrock of goals (06:09) When to reassess strategy and pivot (10:20) How to differentiate signal from noise (14:34) The barbell strategy: balancing risk (18:22) Borrowing ideas from other industries to innovate (21:42) Technology allows us to be more human (25:02) Practical uses of AI at home and at work…

Data Driven Leadership

1
Building a Data-Driven Culture: Lessons from Bumble, Southwest Airlines and More 16:10

for 8 weeks siden16:10

16:10

The most successful companies have this in common: they don’t just have data—they act on it. In this special episode of Data-Driven Leadership, host Jess Carter unpacks key insights from recent conversations with leaders at Bumble, Stanley Black & Decker, Southwest Airlines, and Walker Information. Each company has found a way to use data to support their unique business advantage. Jess discusses how these lessons apply across industries and offers practical ways to think differently about your own data strategy. In this episode, you will learn: How to help your data team deliver real business value The importance of listening to customer feedback Why structured, well-governed data leads to better insights Things to listen for: (00:00) Introduction to the episode with Jess Carter (01:52) Bumble’s 90-day data team strategy (03:36) Walker Information on customer feedback (07:40) Why Stanley Black & Decker treats data as a product (11:48) How Southwest Airlines uses data to put customers first Resources: Love at First Insight: How Data Teams Shape Customer Experience for Smart Growth, with Bumble’s Lina Mikolajczyk Jack Walker Explains How to Improve Customer Experience without Guesses and Assumptions Why Treating Data as a Product Means Alignment and Growth for Stanley Black & Decker Southwest Airlines Builds a Customer-First Culture with Data and Technology…

Data Driven Leadership

1
Southwest Airlines Builds a Customer-First Culture with Data and Technology 28:49

for 10 weeks siden28:49

28:49

Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success? The answer is data. In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot . They discuss how real-time analytics and data-driven solutions are at the heart of Southwest’s operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition. You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality. In this episode, you will learn: How data powers Southwest Airlines' customer service and operations The value of learning from other organizations with similar values Why customer feedback is critical to shaping business strategies Things to listen for: (00:00) Introduction to the episode with guest France Grenot (05:40) Customer loyalty and hospitality (08:42) Using real-time data for operational efficiency (12:06) Changes to Southwest’s assigned seating scheme (18:05) Using data for pricing and operational decisions (22:31) Sharing best practices with other customer-centric companies (25:34) Customer data privacy at Southwest Airlines…

Data Driven Leadership

1
Improving Student Outcomes Beyond the Classroom with ConnectIndy 28:29

for 12 weeks siden28:29

28:29

A student’s success depends on more than just academic learning; it’s also shaped by their health, access to enrichment opportunities, and the support of their family. In this episode, host Jess Carter is joined by Shaina Cavazos , director of the Office of Education Innovation at the Indianapolis Mayor's Office. They discuss ConnectIndy , a program adapted from Boston College’s City Connects . The program addresses outside factors affecting students' learning potential without putting that burden on teachers. Shaina discusses how every ConnectIndy school has a dedicated coordinator creating tailored plans to connect students and their families with the necessary resources, allowing teachers to focus on classroom instruction. She also highlights how ConnectIndy’s public data dashboard—the first of its kind for City Connects—empowers educators and enables policymakers to make decisions that benefit students holistically. In this episode, you will learn: How ConnectIndy ensures that resources reach students who need them most Why a public dashboard fosters transparency and drives action How Indianapolis is using data to improve the education system Things to listen for: (00:00) Introduction to the episode with guest Shaina Cavazos (03:14) How the City Connects program helps students and teachers (06:09) Early implementation of ConnectIndy (08:51) Empowering donors through ConnectIndy’s dashboard (14:52) Using concrete data to drive change (17:33) Data collection for individual student support plans (18:53) Longitudinal data and continuation of the City Connects program (20:59) Comparing data across different states and programs Resources: ConnectIndy The Office of Education Innovation…

Data Driven Leadership

1
REPLAY: How Data Is Enhancing the Fan Experience with Machelle Noel of the Texas Rangers Baseball Organization 31:27

for 14 weeks siden31:27

31:27

In this replay episode, Jess Carter and Resultant’s Data Modeler, Brittany Goodwin , discuss the importance of laying the right foundation for scalable data success. To start, one must ask the right questions and focus on strategy over tools in order to lay the groundwork for scalable, long-term success. Their conversation sets the stage for insights from Resultant’s Client Success Leader, Brian Vinson , and Machelle Noel of the Texas Rangers Baseball Organization , whose experience mirrors these concepts. Michelle shares how the Rangers leveraged a Strategic Data Roadmap to prepare for their new, state-of-the-art ballpark. She reveals how starting with strategy enabled her team to integrate real-time data for concessions, ticketing, and operations, enhancing both fan experience and business outcomes. In this episode, you will learn: The framework for building a scalable data model with analytics How to use data to address operational bottlenecks in real-time How a partner can transform your data strategy and outcomes Things to listen for: (00:00) An introduction to the episode with Brittany Goodwin (04:00) Start with strategy before selecting tools (06:50) The importance of modular data models for scalability and efficiency (10:49) Finding quick wins with the right data (13:14) Scaling data analytics with the Texas Rangers Baseball Organization (16:27) Strategic data assessment with Resultant (20:14) Real-time reporting for game day operations (23:31) How data helped the Texas Ranges pivot during COVID-19 (27:09) Sharing key insights with stakeholders Resources: A Lot Going on at the Moment: Data and Taylor Swift’s Eras Tour…

Data Driven Leadership

1
Why Treating Data as a Product Means Alignment and Growth for Stanley Black & Decker 39:58

for 16 weeks siden39:58

39:58

Data should be treated as a product, not an afterthought, to unlock its true potential in driving business success. This is the approach at Stanley Black & Decker . Director of Data Product Development Jason Winterbottom takes us behind the scenes of the company’s data transformation. Jason shares how his team tackled the complexities of creating a unified, reliable data platform in a global organization. He highlights the importance of establishing good data governance and listening to user feedback. Data alone doesn’t drive success—it’s how you manage, trust, and use it to create a meaningful impact that makes the difference. In this episode, you will learn: Why treating data as a product can drive better business value The role of user feedback in shaping effective data systems What a “golden record” is and why you need it for data accuracy Things to listen for: (00:00) Introduction to the episode with guest Jason Winterbottom (03:27) How Stanley Black & Decker’s data governance journey began (08:52) The challenges in building a centralized data platform (13:15) Listening to user feedback to improve data systems (19:54) The “golden record” and its role in data management (26:55) Treating data as a product (30:10) Analogies to better understand data governance (36:14) How to get started with generative AI…

Data Driven Leadership

1
How Colorado Is Transforming Whole-Person Health Through Social Health Information Exchange 35:18

for 18 weeks siden35:18

35:18

The healthcare system isn’t perfect, but through the use of tech and data, we can ease the patient experience and ensure critical information is available when needed most. In this episode, Colorado Lieutenant Governor Dianne Primavera and Director of the Office of eHealth Innovation Stephanie Pugliese discuss the implementation of Colorado’s Social Health Information Exchange (CoSHIE) network. They share the importance of seamless health data integration and cite use cases that enhance patient care, reduce administrative burdens, and improve health outcomes. Their collaborative approach respects local needs while building a statewide network to support communities across Colorado. Tune in to learn how data-driven health initiatives are transforming healthcare accessibility and helping Colorado set a national standard for whole-person health. In this episode, you will learn: The social determinants of health and ways to address them Colorado’s approach to making statewide health data useful for community providers How to build trust and ensure security in data-sharing initiatives Things to listen for: (00:00) An introduction to the episode with guests Stephanie Pugliese and Lt. Governor Dianne Primavera (04:16) Health IT for whole-person health (09:32) Colorado Social Health Information Exchange (CoSHIE) (16:05) The social determinants of health (19:44) Improving healthcare for vulnerable populations (23:18) The importance of trust in data-sharing agreements (27:17) Understanding the CoSHIE platform’s capabilities (30:22) How to stay motivated through complex data projects…

Data Driven Leadership

1
Jack Walker Explains How to Improve Customer Experience Without Guesses and Assumptions 27:55

for 20 weeks siden27:55

27:55

Do you really know how your customers feel, or are you just guessing? In this episode, Jack Walker , president of Walker Information , reveals why listening to customer feedback is the key to great customer experience. Jack shares the story of his family-run company, which has used data for over 85 years to drive business success by speaking directly to customers. He explains why testimonials, especially negative ones, provide valuable insights for businesses willing to take action. Real feedback is the most valuable data a company can have, surpassing any assumptions made on a customer's behalf. Simply collecting feedback isn’t enough—customers expect you to listen, respond, and improve. In this episode, you will learn: How to transform customer feedback into actionable insights Why negative feedback is an opportunity for growth, not failure The value of customer surveys despite digital advancements Things to listen for: (00:00) An introduction to the episode with the guest, Jack Walker (04:17) The evolution of Walker’s data collection over 85 years (08:00) The advantages of being early tech adopters (11:00) Why feedback is more important than any other data point (13:49) How to turn customer feedback into action (19:09) The future of CX: Gen AI and predictive modeling (22:24) Build leadership skills through hands-on experience…

Data Driven Leadership

1
Love at First Insight: How Data Teams Shape Customer Experience for Smart Growth, with Bumble’s Lina Mikolajczyk 34:50

for 22 weeks siden34:50

34:50

"Ultimately, the goal of a data team should be to have a direct stake in the company’s P&L." According to Lina Mikolajczyk , director of reporting and analytics at Bumble , data should play a role in driving real business impact. In this episode, Lina shares her journey of transforming Bumble’s data team from a reactive service into a proactive force, empowering teams across the company with self-service tools and actionable insights. A key part of the transformation was building a data-driven culture, where leadership buy-in was critical to implementing changes across the organization. With leadership support, the advanced data analytics team evolved into strategic partners for the business. When you leverage data to its full potential, you can make smarter decisions, improve user experience, and measure impact in any industry. In this episode, you will learn: The importance of leadership buy-in for innovation and change Strategies for prioritizing and tracking data projects How to turn analysts into key problem solvers for business growth Things to listen for: (00:00) An introduction to the episode with the guest, Lina Mikolajczyk (06:18) Advice for early-career data professionals (09:15) Bumble’s advanced data analytics team (11:11) Building a self-service data model for stakeholders (13:56) Assessing the impact of Bumble’s data team (19:49) The data maturity curve (22:37) Which projects should data teams prioritize? (26:01) Using data to drive true business value (28:16) How data and analytics help improve Bumble’s user experience Resources: The Chief Data Officer’s Playbook, Carruthers and Jackson Scale at Speed, Velarde…

Data Driven Leadership

1
How Orange County Courts’ Data Modernization Became a Benchmark of Judicial Innovation 31:44

for 24 weeks siden31:44

31:44

Access to the right data can reshape the public sector, driving efficiency and paving the way for more effective justice. In this episode, Darren Dang , Chief Financial and Administrative Officer at Orange County Superior Court, discusses how one of the largest court systems in the U.S. modernized its operations. Through the Snowflake platform, Orange County centralized its data, leading to more streamlined processes, reduced case backlogs, and enhanced collaboration with other counties. Their innovative data approach has improved efficiency and secured millions in funding, making Orange County the blueprint for other court systems to follow. In this episode, you will learn: How data can streamline public sector operations Scalable data solutions for organizations of all sizes How to present data to secure funding and resources Things to listen for: (00:00) An introduction to the episode with the guest, Darren Dang (03:51) The modernization of Orange County courts (08:31) Operational efficiency and the CASE Framework (09:27) How real-time data helped Orange County courts reopen swiftly during COVID (13:20) Statewide data sharing and collaboration (16:24) Advocating for resources with data-driven evidence (19:32) Embracing AI and data for improved public service (25:19) Shifting from private to public sector work…

Data Driven Leadership

1
The Power of Resilience: Leadership Lessons from Life's Toughest Battles 31:49

for 26 weeks siden31:49

31:49

Some of the most valuable leadership lessons come from challenging life experiences. In this episode, host Jess Carter and producer Chelsea Gill get personal as they talk about battling cancer, from receiving their diagnosis to deciding on a treatment plan—and the way data played a part in their decisions. Now both in remission, Jess and Chelsea reflect on how their journeys have influenced their approach to leadership. They explore how paying attention to your body can help you make better choices. Through their experiences, they learned to be patient when making decisions, to consult with experts, and to trust their judgment—skills that carry over into work and life. This episode is a reminder that data is relevant everywhere, and listening to your body can significantly impact personal well-being and job performance. In this episode, you will learn: How physical and emotional awareness can improve leadership skills The role of self-advocacy in pursuing better outcomes, whether for health or work The importance of collecting multiple data points before finalizing a decision Things to listen for: (00:00) An introduction to the episode with Chelsea and Jess (02:11) Chelsea and Jess’ diagnoses (05:42) How body awareness can help you as a leader (11:45) Advocating for yourself in both health and professional decisions (12:20) Collecting data on treatment and care (18:01) Why you should prepare for low-chance outcomes (22:45) Pause before making a decision (24:34) You have the ability to decide what’s best for you (29:29) Leadership lessons from battling cancer…

Data Driven Leadership

1
How Courage and Creativity in Data Use Moves the Needle Against Workforce Challenges with Emily Fabiano 31:13

for 28 weeks siden31:13

31:13

To address workforce issues plaguing the country, the public and private sectors must come together to find a solution. In the fourth episode of the workforce miniseries, Workmorphis founder and CEO Emily Fabiano joins guest host Michael Schmierer to discuss how cross-agency collaboration can drive change. With shared goals and a solid implementation plan, state agencies and nonprofits can transform workforce policies for good. This episode highlights the importance of trust, communication, and data-driven decision-making to address skill gaps and employment outcomes. In this episode, you will learn: What successful cross-agency collaborations look like in practice How data transparency can empower individuals and leaders alike Why employers need to be involved in creating sustainable workforce programs Things to listen for: (00:00) An introduction to the episode with the guest, Emily Fabiano (02:18) Navigating cross-agency collaborations (06:40) Building Ohio's TechCred program (13:26) Why partnerships fail (19:18) How Workmorphis unites the public and private sectors (21:01) Engaging employers in workforce initiatives (27:30) How to be creative and courageous in using data Resources: Ohio’s TechCred Program Indiana Department of Workforce Development…

Data Driven Leadership

1
Closing Workforce Gaps Through Data Sharing and a Skills Focus with John Pallasch 28:42

for 29 weeks siden28:42