BA CEO discusses how AI, forecasting, optimisation, machine learning, and more are transforming operational performance and CX
In this video interview, Sean Doyle, Chairman & CEO, British Airways, discusses how AI, forecasting, optimisation and machine learning have transformed the airline’s operational performance and customer experience. Cutting-edge technology introduced as part of British Airways’ £7 billion transformation investment programme has seen the airline boost its operational performance to record levels. In this video interview at the recent FTE World Innovation Summit (13-15 May 2025) – ahead of his exclusive keynote – Sean Doyle, Chairman & CEO, British Airways, discusses how artificial intelligence (AI), forecasting, optimisation and machine learning have transformed the airline’s operational performance and become an integral part of getting customers to where they need to be with minimal delay to their travel plans. Every part of British Airways now uses this latest technology, which has significantly increased the number of flights departing on time or ahead of their scheduled take...