Kevin Kleist
Kevin Kleist is a dynamic leader driving innovation at Southwest Airlines by exploring emerging technologies and startups. As head of the emerging trends practice, he fosters collaborations within the open innovation ecosystem to design, test and evaluate new technologies. Through these partnerships, Kleist gains insights into feasibility, risks and integration, helping the airline address current and future challenges. He is a graduate of Baylor University, and currently lives with his wife and two daughters in Texas.
Day -
1 - Technovation - 15:15 - 15:45
Panel discussion: How Houston Airports and Southwest Airlines unlock customer experience with digital
The Houston Airport System and Southwest Airlines have made remarkable improvements in their customer engagement priorities using digital technologies and data analytics. The CTO and emerging trend advisor of these organizations will present case studies demonstrating how they have incorporated emerging technologies in sensing and data analytics to significantly address and improve their customer and guest engagement. Digital technologies include advanced sensing, data analytics and digital channel integration. Houston has had excellent success with Passenger Journey Scorecard and Southwest with Guest Experience Digital Design.
The audience will learn:
- How innovative airports are leveraging their digital technologies to solve customer pain points and enhance their journey
- How advances in data acquisition, analytics and intelligence are emerging in aviation
- Advancing the IT/technology function engagement successfully with customer experience
- What global airports do to turn their digital focus outward to the traveler market
