Southwest Airlines Builds a Customer-First Culture with Data and Technology

Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success? 

The answer is data. 

In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot. They discuss how real-time analytics and data-driven solutions are at the heart of Southwest’s operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition.

You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.

In this episode, you will learn:

• How data powers Southwest Airlines' customer service and operations  

• The value of learning from other organizations with similar values

• Why customer feedback is critical to shaping business strategies

Things to listen for:

• (00:00) Introduction to the episode with guest France Grenot
• (05:40) Customer loyalty and hospitality
• (08:42) Using real-time data for operational efficiency
• (12:06) Changes to Southwest’s assigned seating scheme
• (18:05) Using data for pricing and operational decisions
• (22:31) Sharing best practices with other customer-centric companies
• (25:34) Customer data privacy at Southwest Airlines