Brand loyalty is on the decline as consumers become more cost-conscious and less tolerant of poor customer experiences. The airline industry has long recognized the value of cultivating loyal customers and has been a pioneer in loyalty programs.

In this session, explore how Southwest Airlines has built a digital customer experience that reflects the heart and hospitality the brand is known for. You’ll learn:

- How Southwest navigates travel notifications to enhance, not disrupt, the customer experience

- The driving force behind its mobile strategy

- How Twilio and Airship help streamline communications across customer touchpoints