Scott Smith | Director, Global Airport Operations Performance & Execution
United Airlines
Scott Smith is an accomplished professional with extensive experience in aviation and customer support. Currently serving as the Director of Global Airport Operations Performance & Execution at United Airlines since April 2023, Scott previously held various leadership roles at Panasonic Avionics Corporation from July 2009 to April 2023, including Director of Customer Support Field Engineering and Manager of Field Engineering, focusing on enhancing customer satisfaction and overseeing the Latin America region. Prior to that, Scott was a Maintenance Planner at Virgin America from February 2008 to July 2009, responsible for planning and scheduling aircraft maintenance actions. Scott holds an Associate's degree in Computer Science from PC Productivity, obtained between 2003 and 2004.
Appearances:
Day 2 @ 14:30
Frictionless travel data reimagined: From booking to baggage
In this talk, we’ll explore how legacy travel metrics—many built for a different era—can be reexamined and reimagined to meet the needs of today’s frictionless travel expectations. By understanding the original purpose behind established data points, we can identify what still serves us, what needs to evolve, and where new insights can emerge. We'll focus on three key phases of the journey: pre-travel, examining booking data and how user intent can be better captured; at the airport, looking at virtual agents and redefining how we measure success beyond deflection rates; and post-travel, where we’ll unpack baggage handling metrics like “time to customer” to reveal hidden friction. Through this lens, we’ll discuss how to build more adaptive, customer-centric feedback loops that allow our data to grow as fast as traveler expectations.
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