IN THIS EPISODE…
AI is taking every industry by storm as businesses develop revolutionary ways to innovate and streamline the customer experience. Online-focused industries can leverage AI innovations to increase customer engagement. What strategies are these industries using to ensure virtual customer satisfaction?
In this episode of Matters of Creative, Matt Hirsch and Bobbie Bailey sit down with Natalie Bowman, the Managing Director of Product and Digital Experiences at Alaska Airlines, to discuss AI innovation in the airline industry. Natalie provides insights into AI’s potential to transform marketing and design, leveraging digital media to enhance the customer experience, and her role in driving digital innovation at Alaska Airlines.
The airline industry relies on digital sales and interactions to survive, so businesses must reach customers using methods unique to the online space. According to digital innovator Natalie Bowman, companies like Alaska Airlines are developing generative AI-powered search tools to recommend travel options for customers based on trip details and preferences. This allows customers to customize their trips and evaluate choices that align with their needs. Some airline companies also leverage electronic bag tags that utilize QR codes to scan customers’ luggage with each trip, eliminating the need for multiple physical tags. These innovations create efficiencies for the business and the consumer, increasing satisfaction rates and sales.
Listen today for more on how AI is revolutionizing the airline industry.
ABOUT OUR GUEST:
Natalie Bowman is the Managing Director of Product and Digital Experiences at Alaska Airlines, where she also served as the Managing Director of Marketing and Advertising. As a recognized brand, digital, and social marketing leader, she has experience leading major brand launches in fashion, tech, media, luxury retail, automotive, and travel. Natalie recently acquired the Oh Happy Day Party Shop, launching the DTC brand into Kohl’s, Nordstrom, and hundreds of global boutiques. She has been named an Ad Age Digital Trailblazer, a Rising Brand Star by BrandWeek, a MAKERS Women Awardee, and one of Brand Innovators’ top 100 Women to Watch.
Learn more about Natalie:
https://www.linkedin.com/in/nataliebowman/
Here’s a Glimpse of what you’ll learn:
- [2:50] Natalie Bowman’s trajectory through digital marketing
- [4:49] Natalie talks about her role at Alaska Airlines and how she helped develop a generative AI-powered travel search tool
- [9:59] How Alaska Airlines leverages digital media to enhance the customer experience
- [14:06] Alaska Airlines’ electronic bag tag innovation
- [17:55] The future of AI for innovation and efficiency — and popular tools for businesses
- [25:55] Advice for emerging airline industry professionals
RESOURCES MENTIONED IN THIS EPISODE:
- M Agency Website | Instagram
- Natalie Bowman on LinkedIn | Instagram | X
- Eric Hadley on LinkedIn
- Halley Knigge on LinkedIn
Quotable Moments:
- “I always found myself being attracted to the innovation in that space.”
- “Digital is how the airline industry runs… it’s so inherent in how the airline business runs now.”
- “The idea is that eventually a guest could walk through the airport, drop off their bag, go through TSA, and board the aircraft just by using their face or their phone.”
- “AI is a content generator, website designer, and is going to be a huge unlock for us in the near future.”
Action Steps:
- Explore the latest AI integration in your industry: Stay ahead of the curve by adopting AI tools that can streamline operations and enhance customer experiences.
- Incorporate personalization techniques using machine learning: Personalize your services for different customer segments to increase engagement and conversion rates significantly.
- Investigate innovative solutions to common problems: Look for opportunities to implement technology, like electronic bag tags, to improve efficiency and simplify processes.
- Embrace the use of AI for content creation: Utilize AI to assist with web design and content generation, freeing up time for more strategic tasks.
- Seek inspiration from industry leaders and innovators: Follow the careers and insights of prominent figures in your field to inspire your own strategy and innovation efforts.
SPONSOR FOR THIS EPISODE…
This episode is brought to you by M Agency, a full-service creative marketing agency in Tacoma, Washington.
We are a strategic partner for companies wanting to build memorable brands, websites, and marketing campaigns.
Our team of creative professionals leverages their unique talents and skills to provide various branding, design and development, marketing, and creative services.
If you’re ready to take action with your marketing, visit https://whatisyourm.com/.