All Altitudes at Once: The evolution of research at an airline before, during, and after the pandemic
When COVID decimated air travel demand, business leaders at Alaska Airlines turned to research to gain a deeper understanding of the guest mindset, inform critical new product developments, and guide brand strategy. Although research historically played a role in all these areas, the pandemic led to more questions with more urgency being asked of a smaller team. This talk will highlight key moments when research helped guide the business through extraordinary uncertainty.
Andrea Eaker, Research Program Manager at Alaska Airlines
Andrea Eaker has worked at Alaska Airlines for five years, currently leading the Guest Research & Insight practice, with oversight of Alaska’s Voice of the Customer program. This includes day of travel experience trackers, ad hoc research initiatives, brand tracking, and employee research. She loves telling impactful stories with data and uncovering new insights from customers to help the business decide what action to take.
Prior to Alaska, she spent fourteen years on the supplier side in primary research at Gartner/Hansa GCR and then at Kantar, working primarily with tech clients on brand and CX research.
Outside work, Andrea is an avid traveler, reader, and coffee connoisseur. She has a BA from Willamette University and a MA from Purdue University.
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