369: How Boxever Is Taking Airline Customer Service To New Heights

Dublin: Dave O’Flanagan, CEO and co-founder of Boxever, a customer intelligence and predictive marketing company for airlines and travel retailers. Dave founded Boxever after realizing how much airlines struggled to effectively utilize the data they had about their customers. In Dave’s eyes, many airlines have lost their connection with their customers and they need to invest in customer intelligence if they want to improve conversion rates, strengthen customer retention, lower acquisition costs, improve customer experience and increase revenue. Given all the recent airline industry news, I thought it might be interesting to pick his brain about how technology can repair the broken customer/airline relationship. We discuss: How the airline industry can use data to bounce back in the customers' favor. The unexpected revelations in airline customer data; How AI and machine learning are bringing the customer journey to life. Social media’s role in the customer/airline relationship; and Gen Z: How airlines can win over the upcoming connected generation