Alaska Airlines CIO: ‘We need to understand from other industries’

    Alaska Airlines chief information officer (CIO) Charu Jain stated technology is “one of two things that can really make or break a merger” (Skift, 27-Jun-2019). She noted the airline is looking to add a platform through its mobile app which will allow passengers to use mobile devices to order food inflight, adding the airline is also looking to create a “hassle-free” experience when interacting with passengers. “We really need to understand everything from the guest point of view”, she noted, adding their “point of view is actually being influenced by a broader ecosystem. Their retail expectations are influenced by Amazon and it is very easy to transact. They want their time at the airport to be like sitting at a Starbucks or maybe shopping at a Whole Foods. We need to understand from other industries”.