Lisa Sullivan

Airline CX folks, OCC teams and other Operations pros - here's a blog you might find interesting with your morning coffee: IROPS: How effective service recovery can forge unbreakable loyalty Over the years, I've interacted with numerous airline folks across the length and breadth of operations. One of the common topics discussed has been IROPS (Irregular Operations / Disruptions). Very, very rarely though, has the discussion extended into Guest Loyalty. ❌ "That's another department, not us". ❌ "That's not relevant to our job here". ❌ "We're in operations, dude..." Here’s the uncomfortable truth: IROPS is the moment when customers decide whether to Forgive you, or Forget you. 👉 Studies show that nearly 80% of customers who experience a disruption will still fly again with the airline if they feel their problem was handled with care. 👉 Conversely, mishandled service recovery is one of the top 3 drivers of switching behavior in aviation. Of course, when you're sitting in one of my workshops or keynotes, and we have time to explore the correlation, it quickly becomes evident that there's a Golden opportunity for airlines in every instance of disruption. The Service Recovery that you implement in an IROPS or disruption incident provides a unique opportunity to build positive, strong and long-lasting emotional memories for your customers. Normal airlines define Service Recovery as: "Service Recovery is the process by which organizations react to and recover from a poor customer experience." The best airlines in the world (and those who attend my workshops!) have reframed Service Recovery as: ✈️"Service recovery is the process of resolving issues or complaints from dissatisfied customers, with the goal of turning those customers into loyal supporters." So, which type of airline are YOU? - - - - - Here's a blog I wrote as a follow up to my Keynote for 15below's recent customer event in Dubai. It details the Why and the What. If you'd like to know more about the How - how can your airline design and deliver Service Recovery to be both operationally solid AND loyalty-enducing, send me a DM. https://lnkd.in/ddpZdK4R

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This week, the president signed a significant presidential action ensuring commercial, cost-effective solutions in federal contracts. It highlights the importance of leveraging COTS (Commercial Off-The-Shelf) solutions to streamline procurement processes and enhance efficiency across government operations. Full details: https://lnkd.in/eNDgT7ec #COTS #government #procurement #Trump #PresidentialAction

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Over the past few months, I’ve had the privilege of speaking with leaders across the air cargo and logistics space — from airlines and freight forwarders to airport operators, regulators, and tech innovators. And one thing is clear: while the industry is evolving fast, the challenges it faces are evolving even faster. At PMG Events, we’re not just organizing SkyMove MENA this September in Riyadh — we’re co-creating it with the ecosystem it’s built to serve. One of the biggest themes that keeps surfacing is the need for tighter collaboration across the supply chain. Whether it's the complexities of cold chain logistics, the rising adoption of cargo-in-cabin configurations, or the pressures of navigating fragmented trade routes — the gaps aren’t just operational, they’re relational. Many stakeholders are now openly talking about the need to "share risk to scale" — something we’ve seen echoed in the strategic shifts of groups like Emirates SkyCargo and Etihad Cargo Another major priority is sustainability — not just as a marketing buzzword but as a core pillar of long-term viability. With International Air Transport Association (IATA) aiming for net-zero emissions by 2050 and national carriers making bold green commitments, sustainability is now shaping procurement, partnerships, and even investment decisions. SkyMove aims to give these conversations a focused, solution-driven stage. Then there’s the transformation of business models. The post-pandemic shift in cargo yields, automation, and digital freight networks has forced many players to rethink how they operate — not just to survive, but to stay competitive. We've seen startups challenging legacy systems and legacy brands acquiring agility through tech — and the conversation is no longer about disruption; it's about strategic evolution. But amid all this tech and transformation talk, one truth keeps coming up in every conversation: the unmatched value of face-to-face connection. Digital tools are incredible, but nothing replaces a real handshake, an impromptu brainstorm over coffee, or the trust built through in-person dialogue. That’s why SkyMove is designed first and foremost as a relationship catalyst — a space where partnerships take root, not just logos on banners. As we shape this platform, we’re committed to building with the industry — not just for it. SkyMove isn’t about another conference stage. It’s about curating conversations that actually matter and enabling collaborations that move the region’s air cargo ecosystem forward. We’re listening. We’re learning. And we’re just getting started. Let’s move together. #SkyMove #AirCargo #SupplyChain #LogisticsLeadership #AviationInnovation #B2BEvents #MENA #Partnerships #Collaborations #Technology #AI

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Palantir is proud to expand its partnership with Airbus. "The multi-year extension is a testament to the bold vision we share with Airbus to reimagine the role of technology in civil aviation." - Palantir EVP Josh Harris Full details here: https://lnkd.in/eWKABS_K

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Last year, Washington Exec profiled my decision to turn down another corporate gig and build a boutique strategic communications consultancy focused exclusively on Aerospace, Defense & Space. The contrarian bet: that AD&S startups, and small and medium-sized businesses in the sector needed senior-level strategic communications expertise with deep understanding of the industry... not generalists who don't know the difference between LEO and a PEO (Low Earth Orbit and a Program Executive Office) Because the best AD&S companies understand that in this industry, it takes more than just the best solution to win. It also takes the best story. And that's where Strategic communications comes in. It's a force multiplier—shaping how customers perceive capabilities, informing RFPs before they even drop, influencing competitor assumptions, and positioning organizations as strategic partners, not just another vendor. The best organizations in AD&S understand that disrupting entrenched players with deeper pockets requires an edge...working the angles. That's why they treat strategic communications as a competitive advantage, not an afterthought. The question isn't whether strategic communications is necessary. It's whether organizations are getting the level of expertise their mission demands. (Link in comments)

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Our FTE World Innovation Summit Opening Keynote came from airline industry maverick John Thomas, CEO of Connect Airlines. John is returning to his regional roots with a bold new carrier in North America – Connect Airlines – which plans to reintroduce turboprops to a jet-dominated market. But even more ambitiously, he discussed the airline’s mission to become the world’s first hydrogen-powered carrier and the first US-based zero-emission airline. He also shared how Connect is harnessing AI and empowering teams to create purpose-built tech solutions – unlocking real-time operational intelligence, enhancing customer experience, and reducing IT costs – all without the weight of legacy systems. An inspiring opening to the summit!

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As someone who had the privilege of working for the industry leader in sustainable aviation, I was eager to sit in on this Fast Company Innovation Festival panel featuring joint venture partner Delta Air Lines on Innovation in the Sky: How Tech is Revolutionizing Aviation. Key takeaways: Partnership as progress: Delta announced a new collaboration with Maeve Aerospace, bringing hybrid-electric aircraft into their Sustainable Skies Lab portfolio. The MAEVE Jet promises up to 40 percent fuel savings on regional routes, some of the most carbon-intensive flights, while improving comfort and economics. Sustainability strategy in action: Delta’s roadmap centers on what we fly, how we fly, and the fuel we use. From JetZero’s blended wing body design to Joby’s airport-to-home air mobility, this is not just about one aircraft, it is about building an ecosystem of solutions across short, medium, and long-haul markets. Employee and customer lens: Flight attendants are directly shaping aircraft design for a better onboard experience, while Delta’s upcoming campaigns are aimed at Gen Z travelers, making clear that flying and sustainability do not need to be mutually exclusive. Broader innovation horizon: From electric taxiing (Green Taxi Aerospace) to air taxis (Joby), the industry is pushing the boundaries while staying grounded in solving the needs of core customers, airlines and passengers. Progress in aviation, an industry that demands vast R&D and long certification timelines, is necessarily incremental. And it also has to be visionary by design. This balance between patience and boldness is why I love working in aviation and in other verticals striving to solve humanity’s biggest challenges and pain points. These are the stories worth telling, where innovation and purpose meet to shape the future. https://lnkd.in/eJii9Pn9

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