Charting a Route to Success in Technology Mergers
When Alaska Airlines agreed to acquire Virgin America in 2016, the company faced both a technology shift and a cultural shift. On the technology side, the team was challenged with integrating disparate systems and subsequently ensuring a seamless customer experience when the airline transitioned to the Oneworld Alliance loyalty program. In a Q&A, two Alaska Airlines tech execs discuss the merger and how the company seized opportunities to reduce friction for employees and customers alike.