Matt Thome | Sr. CX Strategy Consultant - Baggage & Accessibility
Southwest Airlines

Matt Thome serves as a Senior CX Strategy Consultant for Southwest Airlines, focusing on delivering a seamless day-of-travel customer experience while spearheading innovation in baggage products and accessibility. His area of focus spans customer journey management, process automation, biometric integration, digital customer experience, and customer & employee tools. Before his aviation career, Thome led ticketing, partnerships, and non-traditional revenue initiatives for teams and consulting groups across the NBA, WNBA, MLB, MiLB, and collegiate athletics. He holds a Master’s in Sports Administration from Ohio University and a Bachelor’s in Public Relations from Carthage College. Beyond his professional endeavors, Thome is an accomplished vocalist, performing with the Dallas Symphony Orchestra & Chorus, and is a frequent guest lecturer at several universities.