American Airlines using technology to make its people the competitive advantage

travel-by-plane.jpg

Nearly six years ago, American Airlines embarked on a company-wide transformation, sparked by the merger it underwent with US Airways in 2013.

According to Mark Mitchell, managing director HR Shared Services at American Airlines, since the merger, the organisation has shifted its focus from mostly customer and operations to become “one for the customer”.

Speaking on a panel at SAP Sapphire in Orlando this week, Mitchell said specifically, the last 2-3 years have seen the company focus on a digital and business transformation around employee experience. American Airlines boasts around 130,000 employees.

“We were excited that the merger created the largest airline in the world; but our aspiration is not to be the largest, it’s to be the greatest,” he said.

“We know that everything that we do is matchable by our competition with one exception — you can buy the same plane, you can put on a cool on-board experience, but in the end, our people will be the differentiation and that’s where we needed to start and drive forward for the future.”

Key to this, Mitchell said, was creating a “seamless, unified employee experience” that showed employees it was easy to do business with the company.

“Recognising we have some work to do, we have a foundation … sets of goals that will get us there, one is to build that people-centred culture, people-first that will drive and help us to create the world class customer experience,” Mitchell said.

“We have to find a way using technology … to make sure that we are differentiating what’s important to [customers] through the technology, so they can do business with us.

“Customers want to do business with us in a way that’s seamless and simplified and feels light … we have tonnes of data, we have plenty of data, but the technology is how that data comes to life and delivering it to our employees [as well].”

Mitchell said the airline has made a “major” commitment to the cloud.

“I think the first word that describes us is learning, continuous learning about what operating in the cloud means, what changes operating in the cloud, do you have to make changes as a customer of SAP, to be a good partner?,” he said.

“Secondly, evolving our business model, how we operate by bringing technical skills into HR that traditionally may have sat in IT with a systems administrator team … and thirdly it’s about enabling. How do I make sure that all the capabilities of all of those [SAP] products are available to the business to make sure we’re delivering all that we possibly can to them to drive that forward.”

According to Mitchell, staff have had to undertake a shift in mindset, with teams “retooling” to an operating model that is successful in the cloud.

“As we’ve gone to the cloud, roles and responsibilities have shifted from IT to business — and I think IT is scared as well. I think the unknown of what operating in a cloud environment — it changes the roles and responsibilities,” he explained.

“At American Airlines we have a fully functional sysadmin team, very technical, skillsets that traditionally would sit in IT, so those roles and responsibilities have shifted to the HR team.”

He also said turning to SAP for managed service arrangements also redefined the role for IT. However, he said there is still 150 interfaces that internally need to be maintained and operated and evolved over time.

SEE ALSO

About the author

E-Crypto News was developed to assist all cryptocurrency investors in developing profitable cryptocurrency portfolios through the provision of timely and much-needed information. Investments in cryptocurrency require a level of detail, sensitivity, and accuracy that isn’t required in any other market and as such, we’ve developed our databases to help fill in information gaps.

Related Posts

E-Crypto News Executive Interviews



bitcoin
Bitcoin (BTC) $ 58,300.00
ethereum
Ethereum (ETH) $ 3,960.89
binance-coin
Binance Coin (BNB) $ 449.27
tether
Tether (USDT) $ 0.996924
cardano
Cardano (ADA) $ 1.92
solana
Solana (SOL) $ 186.03
xrp
XRP (XRP) $ 0.995157
polkadot
Polkadot (DOT) $ 40.19
shiba-inu
Shiba Inu (SHIB) $ 0.00008
usd-coin
USD Coin (USDC) $ 0.998859
USD
EUR
GBP
bitcoinBitcoin (BTC)
$ 58,300.00
ethereumEthereum (ETH)
$ 3,960.89
tetherTether (USDT)
$ 0.996924
bitcoin-cashBitcoin Cash (BCH)
$ 553.31
litecoinLitecoin (LTC)
$ 182.95
bitcoinBitcoin (BTC)
50.015,86
ethereumEthereum (ETH)
3.398,07
tetherTether (USDT)
0,855266
bitcoin-cashBitcoin Cash (BCH)
474,69
litecoinLitecoin (LTC)
156,95
bitcoinBitcoin (BTC)
42,289.36
ethereumEthereum (ETH)
2,873.13
tetherTether (USDT)
0.723144
bitcoin-cashBitcoin Cash (BCH)
401.36
litecoinLitecoin (LTC)
132.71

Automated trading with HaasBot Crypto Trading Bots

Crypto Scams

Behind The Scenes: How this Crypto Community Responded to + $50m Hack
October 18, 2021
Crypto Scams
Crypto Scams Still Persistent In 2021, SEC Warns About Red Flags To Watch
September 9, 2021
Poly Network
Here’s How Hackers Stole Over $600 million in the Poly Network Attack
August 12, 2021
The World’s Most Infamous Crypto Hacks and Scams
July 31, 2021
Cryptocurrency Exchanges
Cryptocurrency Exchanges and the Plague of Scams and Bans
June 29, 2021

Blockchain/Cryptocurrency Questions and Answers

ICo Presale
The Science Behind ICO Presales…
October 14, 2021
Beginner’s Guide to Investing in Cryptocurrency
August 9, 2021
Short-Sell Cryptocurrency
How to Short-Sell Cryptocurrency: A Brief Overview
July 17, 2021
Klaytn
What Is Klaytn (KLAY) And How Does It Work?
July 16, 2021
Cryptocurrencies
Our Crypto Roundup Interview Asks- Do Cryptocurrencies Have a Future?
July 15, 2021


CryptoCurrencyUSDChange 1hChange 24hChange 7d
Bitcoin58,547 0.72 % 6.03 % 9.25 %
Ethereum3,971.9 0.83 % 6.15 % 2.25 %
Binance Coin449.29 1.35 % 7.63 % 8.04 %
Tether0.9986 0.03 % 0.08 % 0.23 %
Cardano1.920 2.18 % 11.83 % 9.24 %
Solana186.88 1.53 % 10.53 % 19.50 %
XRP0.9988 1.68 % 10.70 % 8.73 %
Polkadot30.87 2.19 % 17.29 % 10.73 %
Shiba Inu0.00007956 14.62 % 61.57 % 182.67 %
USD Coin1.000 0.14 % 0.20 % 0.17 %

bitcoin
Bitcoin (BTC) $ 58,300.00
ethereum
Ethereum (ETH) $ 3,960.89
binance-coin
Binance Coin (BNB) $ 449.27
tether
Tether (USDT) $ 0.996924
cardano
Cardano (ADA) $ 1.92
solana
Solana (SOL) $ 186.03
xrp
XRP (XRP) $ 0.995157
polkadot
Polkadot (DOT) $ 40.19
shiba-inu
Shiba Inu (SHIB) $ 0.00008
usd-coin
USD Coin (USDC) $ 0.998859