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Artwork for The Future Travel Experience

The Future Travel Experience (FTE) Podcast

Max Gosney
Southwest Airlines
IAG
Artificial Intelligence
Future Travel Experience
Apex Future Travel Experience
Autonomous Operations / Robotics
Customer Experience
Charlotte Douglas International Airport
Biometrics
Virgin Atlantic
Digital Twin
AI In Aviation
Aviation
Mega Checkpoints

The Future Travel Experience Podcast is a community support aid for any busy aviation professional feeling bamboozled by the searing pace of change hitting our world.

Tune in for a collaborative, friendly forum that will guide you on the innovations to look out for and overcoming the everyday challenges behind successful implementation.

Each week, we’ll interview aviation chiefs who’ve blazed a... more

PublishesWeeklyEpisodes5Foundeda month ago
Number of ListenersCategories
ManagementBusiness

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Artwork for The Future Travel Experience

Latest Episodes

How will in-flight entertainment evolve as onboard connectivity, streaming and passenger expectations continue to change?

In this episode of the FTE Podcast, Max Gosney speaks with Esdra Lamy, Senior Vice President at Warner Bros. Discovery and APEX... more

In this episode of the FTE Podcast, host Max Gosney speaks with Martha Edge, Innovation & Experience Director at Charlotte Douglas International Airport, about how CLT is blending practical innovation, advanced technology and human-centred thinking t... more

In this episode of the FTE Podcast, host Max Gosney speaks with Juha Jaervinen, Chief Customer Officer (CMXO) & Executive Vice President at Virgin Atlantic, about the airline’s mission to create the “most loved customer experience” through the combin... more

In this episode of the FTE Podcast, host Max speaks with Kevin Kleist, Head of Emerging Trends at Southwest Airlines and Head of Innovation & Startup Engagement at Future Travel Experience.

Kevin shares his views on the biggest technology opportunit... more

In this episode of the Future Travel Experience (FTE) Podcast, host Max Gosney sits down with Harvey Tate, Keith Walters, and David Breeze from the IAG Transform team to explore how innovation is overhauling the future of aviation operations across a... more

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Recent Guests

Martha Edge
Innovation and Experience Director at Charlotte Douglas International Airport (CLT)
Charlotte Douglas International Airport (CLT)
Episode: How Martha Edge and the Canine Crew are making Charlotte Douglas International Airport top dog with passengers
Juha Jaervinen
Chief Customer Officer and Executive Vice President at Virgin Atlantic
Virgin Atlantic
Episode: To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
Kevin Kleist
Head of Emerging Trends, Southwest Airlines; voice and face of FTE's Innovation Hub
Southwest Airlines / FTE Innovation Hub
Episode: Southwest’s Kevin Kleist on AI, Robotics, Startups & Human-Centred Aviation Innovation
Harvey Tate
Head of Airport Innovation at IAG
IAG (International Airlines Group)
Episode: IAG on AI, Biometrics & the Future of Aviation Innovation
Keith Walters
Group Transformational Lead at IAG
IAG
Episode: IAG on AI, Biometrics & the Future of Aviation Innovation
David Breeze
VP of Airport Automation and Operations at IAG
IAG
Episode: IAG on AI, Biometrics & the Future of Aviation Innovation

Chart Rankings

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Talking Points

Recent interactions between the hosts and their guests.

How Martha Edge and the Canine Crew are making Charlotte Douglas International Airport top dog with passengers
Q: How did you first become interested in aviation?
Martha shares how growing up overseas and a family background in aviation led her to Delta Charlotte, where she found a passion for the operational side of airlines and customer service, eventually steering her toward CLT's innovation and experience roles.
To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
Q: What can you share about the upcoming Starlink rollout and app enhancements to improve the traveler experience?
He highlights full Starlink installation across the fleet, an enhanced app experience including AI concierge features, and a plan to integrate holidays and loyalty programs to deepen engagement.
To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
Q: How do you connect customer feedback to more revenue, particularly around duty-free and ancillaries?
Juha discusses leveraging NPS and journey data to optimize ancillaries and onboard services, with a view toward increasing wallet share while maintaining a high-quality customer experience.
To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
Q: How does NPS tie into revenue and what actionable steps do you take from feedback?
He describes obsessing over NPS, using flight-by-flight data to identify patterns, and applying learnings to route-level service concepts and ancillary revenue opportunities, while emphasizing prompt, honest recovery when things go wrong.
To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
Q: What is the core idea behind your keynote and what should listeners expect to learn?
Juha explains that the session will explore how Virgin Atlantic blends technology with the human touch to create a seamless, personalized customer experience, with a focus on practical implementations and the evolving role of AI and data in service design.

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How many episodes of The Future Travel Experience are there?

The Future Travel Experience launched a month ago and published 5 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on The Future Travel Experience?

Recent guests on The Future Travel Experience include:

1. Martha Edge
2. Juha Jaervinen
3. Kevin Kleist
4. Harvey Tate
5. Keith Walters
6. David Breeze

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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