Skift Take

In this conversation from Skift Global Forum, we hear more about how United Airlines and Formation are using technology to quickly learn from and adapt to the evolving needs of travelers during Covid-19.

In this video:

  • Adapting to the changing behaviors and preferences of travelers: How is traveler behavior changing in response to Covid-19, and how are travel companies responding to that shift?
  • The role of customer-friendly technology during Covid-19: How can travel companies utilize customer-friendly technology to help anticipate travelers’ changing needs and deliver better experiences?
  • The role of prediction: What role do powerful data analytics and prediction tools play in helping travel brands adapt their customer engagement to satisfy this new travel environment?
  • Loyalty in the Covid-19 era: How are companies like United Airlines thinking about the changing role of loyalty programs during this new era?

By now it’s clear that Covid-19 is having a massive impact on the travel industry. But what’s less clear is how travelers, and the industry will adapt their behavior in response to this new world moving forward. How is consumer travel behavior changing as a result of Covid-19? And how are travel industry leaders rapidly deploying customer-friendly technology, and assets like loyalty programs, to deliver better experiences?

In this conversation from Skift Global Forum, we hear from Christian Selchau-Hansen, co-founder and chief executive officer at Formation, and Linda Jojo, executive vice president, technology, and chief digital officer at United Airlines, about about the role of great insights, consumer-friendly technology, and how to understand and serve customers better during this unprecedented moment.


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Tags: covid-19, sgf2020, skift global forum 2020, travel recovery, travel technology

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