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Air transformation lab


Airline Voice Radio podcast episode 11: Who would want to go back to a non-smartphone? Neil Geurin, American Airlines

Fearghal O'Connell - April 12, 2022

Accelya CEO, Jim Davidson, starts a new Airline Voice Radio season called “Reaching New Heights” where he invites airline digital leaders to explore retailing transformation from various vantage points to inspire the industry’s journey ahead. In this season premiere, Jim chats with Neil Geurin, Managing Director of Digital Customer Experience and Distribution Strategy at American Airlines.

So, where is American Airlines on its retailing transformation journey? Its starting point is to simplify interactions with the customers to match, and eventually outdo, their purchasing and servicing experience with other successful retailing companies.

“If we keep changing for the better consistently, sooner or later we’ll get to a point where we feel really good about what we’re offering to customers, and they’ll feel good about how they’re interacting with us.”, Neil Geurin, American Airlines.

In this episode, you’ll hear that:

  • The industry has to move with the changing times and develop fresh, new technology that customers want to interact with.
  • When customers get used to technological advances, they can’t and won’t snap back to how things were before the pandemic. After all, who would go back to using a non-smartphone after years of enjoying the latest mobile technology?
  • Outdated technology and complex processes are holding the industry back. Legacy spaghetti is no longer the plat du jour, and airlines are rethinking their sales and servicing processes to simplify them and accelerate the change.

We hope you enjoy this first episode in the “Reaching New Heights” season. We have some great airline leaders lined up for future podcasts, so stay tuned.

Airline Voice Radio is available on your favorite podcast player such as Spotify, Apple Podcasts, and Google Podcasts.

Thank you for your interest in the Air Transformation Lab. This new chapter on retailing transformation includes podcasts, thought-leadership blogs, and customer testimonials that will inspire your journey ahead.


Don't miss the other Airline Voice radio podcasts


This last podcast in the Titans of the Industry series has Jim Davidson talking to Tamur Goudarzi Pour, Chief Commercial Officer Swiss International Air Lines and Senior Vice President Channel Management Lufthansa Group Airlines, about retailing transformation at the Lufthansa Group and for the wider industry.



In this new episode of Airline Voice Radio, Jim Davidson talks to Julio Toro, Copa Airlines’ Chief Information Officer, about airlines’ attitude to risk. From Julio’s perspective, new levels of courage will see airlines opt for greater choice over a one-stop-shop approach to retailing technology.



In this new episode, Jim Davidson talks to Juliana Rios, Chief Information Officer at LATAM Airlines, about overcoming the challenges facing airline commerce. From Juliana’s perspective, the only customer is the person who flies, and the end-to-end customer experience is everything.



In this new podcast, Jim Davidson talks to Amit Khandelwal, who heads up Inventory Management, Distribution, and Revenue Steering at Emirates. Together they explore continuous pricing, controlling the offer, industry-wide collaborations, and putting the customer at the heart of strategy.