Adobe Summit: Virgin Atlantic's AI Concierge and the Future of Travel
What does it actually take to move from AI experiments and pilot projects to real business outcomes that customers can feel? At Adobe Summit in Las Vegas, I sat down with Neil Letchford, Vice President of Digital Engineering at Virgin Atlantic, to talk about how the airline is doing exactly that. While many organizations are still debating ROI, governance, and where agentic AI fits into the customer journey, Virgin Atlantic has already launched an AI concierge that is actively helping customers book holidays, find answers faster, and create a smoother travel experience from the first search…
The skinny
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