Alicia Tillman

Chief Marketing Officer, Delta Air Lines

Search every verified Alicia Tillman interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In a May 2024 podcast, Delta Air Lines CMO Alicia Tillman discussed the airline's use of technology to personalize the passenger experience. She described a "healthy tech stack" of industry-leading platforms and custom-built solutions that feed passenger data to handheld devices carried by flight attendants, enabling personalized notes for milestones such as birthdays or million-mile flights. Tillman also noted that Delta offers free Wi‑Fi to SkyMiles members, which she said "enables us to unlock personalization at scale." She added that the airline is exploring machine learning algorithms to analyze travel history and predict "next best destination" suggestions for customers. Tillman addressed Delta's response to customer backlash over changes to the SkyMiles loyalty program, stating that the airline "scanned every single letter" and "applied a lot of emotion against the data" before recalibrating the program. She characterized the company's "Keep climbing" motto as a reminder that "you really can never stand still" and that Delta must remain entrepreneurial. Tillman also recounted an anecdote in which a pilot ran nearly two miles to return a passenger's forgotten laptop, calling it "just one of countless examples" of employees going "above and beyond."