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How Delta Lands First-Class Customer Experiences With Data Collaboration

RampUp 2024 Session
 

In today’s fiercely competitive travel market, customer personalisation can be the difference between a one-time passenger and long-lasting loyalty that takes your business to new heights. Creating personalised first-class experiences your customers crave begins with data—and connecting with customers wherever they spend time. With a connected data strategy, your organisation can access more customer insights across internal and external ecosystems and explore new opportunities for engagement and innovation. In this fireside chat, learn how Delta is transforming its customer experience in the air and on the ground with omnichannel personalisation driven by data collaboration.

Sarah Honeyman

Managing Director, Engagement & Optimisation, Inflight Entertainment & Connectivity, Delta

Zephan Fischi

VP of Strategic Accounts, LiveRamp

Sarah Honeyman

Managing Director, Engagement & Optimisation, Inflight Entertainment & Connectivity, Delta

Sarah Honeyman, Managing Director of Engagement & Optimisation for Delta’s Inflight Entertainment & Connectivity (IFEC) team, is responsible for championing retail strategies to drive revenue and partner commitments, maximising customer engagement, and delivering on Delta’s personalisation vision in onboard digital channels. Since joining IFEC in July 2022, Sarah has built IFEC’s engagement team and customer data centre of excellence, establishing foundational data infrastructure, performance reporting, personalisation enablement, and content strategy that powers Delta’s connected cabin. Prior to joining IFEC, Sarah spent several years building Delta’s Lifecycle Marketing practice, responsible for driving destination marketing, premium products, and card products, as well as SkyMiles Member and B2B2C/Small Business segment marketing. Sarah played an integral role in propelling Marketing’s data and technology roadmap. Since joining Delta in 2014, Sarah has held various roles in Marketing, including strategy, regional advertising, CRM, and sponsorships management. Prior to Delta, Sarah led brand PR for top brands, including Coca-Cola, Wendy’s, DoubleTree by Hilton, and Walmart. Sarah holds a BS in Corporate Communication, BJ in Print Journalism and a minor in Business from the University of Texas at Austin. She received Kellogg School of Management’s Digital Marketing Strategies certification and is a two-time Chairman’s Club nominee. In her free time, Sarah enjoys trying Atlanta’s newest restaurants, cooking recipes by Ina Garten, and spending time with her three kids.

Zephan Fischi

VP of Strategic Accounts, LiveRamp