The Digital Team that I was fortunate enough to lead recently launched a new chatbot feature on Southwest’s website and mobile apps. This feature allows Customers to be able to quickly get information about policies and be linked to self-service information. Chatbot feature on the Southwest App Chatbot feature on the Southwest website
Category: Work Portfolio
Making payments even easier
I’m fortunate to be able to lead a team of digital product experts at Southwest Airlines. Recently the team partnered with many internal and external folks to launch an integrated installment payment option on the desktop and mobile version of Southwest.com Customers loved the flexible payment option when choosing to take a trip. Installment payment…… Continue reading Making payments even easier
Value added upselling
The digital team I am fortunate to lead launched tests to improve awareness of additional fares available while booking on Southwest.com Both tests helped Customers learn more about these fares and improved conversion rates while also not having any negative impact on non-upsell shopping rates. Trip Extras messaging on www.southwest.com Upgrade messaging in the Southwest…… Continue reading Value added upselling
Low Code Digital Experience Messaging
During the pandemic we leveraged a number of low-code tools while at Southwest to improve Customer awareness about new policies and procedures. The team that I am fortunate to lead at the time leveraged these tools for things like such as new check-in policies for travel into the US as well as for awareness generation…… Continue reading Low Code Digital Experience Messaging
Rapidly responding to changing regulatory needs
During the pandemic rules were changing quickly. At one point, the team that I am fortunate to lead at Southwest, had to build a brand new process to valid Covid testing health documentation and deploy it to over 5 different countries within two weeks. We leveraged low code processes to get the word our quickly…… Continue reading Rapidly responding to changing regulatory needs