Delta CEO Ed Bastian says one key to building customer loyalty is ‘obsessing’ over your own staff

Personalize – Bastian often uses the word ‘concierge’ while Douglas is using agentic AI to create a differentiated experience for each customer. Part of that comes through creating a broad network: Delta flies to more than 300 destinations—which rises to more than 1,000 when you include code-share partners—and Riyadh Air has a mandate to reach more than 100 cities around the world over the next five years. Part comes by giving people more flexibility over how they accrue, swap and deploy loyalty points. For Douglas, that means reinventing airline loyalty programs into a “lifestyle proposition.”

source