Insight
Human connection and the sense of belonging created by a great crew are considered durable advantages for airlines in an era where AI mediates bookings.
Skift Global Forum Preview: Virgin Atlantic’s CEO on Where AI Belongs and Where People Win
Summary
Virgin Atlantic's CEO emphasizes human connection as a key differentiator in the age of AI. The airline is investing in premium experiences and leveraging AI for operations while focusing on 'human sparkle' to drive customer loyalty and advocacy.
Key takeaway