Building a More Customer-Centric Company with Technology with Air Canada CIO Mel Crocker

On the 11th episode of Enterprise Software Innovators, hosts Evan Reiser (Abnormal Security) and Saam Motamedi (Greylock Partners) talk with Mel Crocker, Chief Information Officer at Air Canada. As the largest airline in Canada, Air Canada is responsible for tens of millions of passengers every year, flying to destinations across the globe. In his nearly five years at the company, Mel has overseen a range of digital transformation initiatives. Today, he joins the show to share how technology deployment is enhancing the customer experience and his insights on AI, data, and the future of air travel.

Quick hits from Mel:

On AI helping optimize airplane maintenance processes: "Picture how are you going to track all of your inventory, watch what happens throughout a year, and then preposition the parts where they're probably most needed as time goes on, such that if you do have to cancel an aircraft, you can either fix it very rapidly or if you have to delay a flight, you can fix it very rapidly. or at the very least you've got another aircraft somewhat available. When you're running a complex network, you don't have planes all over the place. That becomes almost unsustainable. You've got to be incredibly thoughtful about maintenance and things like that. That's where we absolutely throw a lot of AI at to try and get very smart at this."

On future forms of air travel: "There's no doubt you've seen eVTOL, these electric vehicles or electric vertical takeoff and landing technologies. On a small scale, I think that's quite real. I think people are going to be able to order a flight in the same way that they order an Uber, then go from point A to point B through the air versus on the ground. I don't think it's that far from reality now. There's a lot of companies pushing hard on this, I think it's real."

On the complexity of air travel logistics: "We hold some love for rocket scientists, they got to figure this out. It's a one-time, you take off from here, you fly to the moon, you slingshot around, you come back. Well if you think about it, try and do that with 240 aircraft that are going to various destinations. You have to coordinate the passengers with their bags, ideally, then you've got to follow all the regulations from all the different countries to make sure you're not breaking any of those and then right in the middle of it, Russia attacks Ukraine and you have to change your network on the fly and make all this happen. Some days I wish I worked for NASA, it'd be a lot simpler."

Recent book recommendation: Peak Mind by Amishi Jha

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Enterprise Software Innovators is produced by Josh Meer and Luke Reiser