What happens when airline teams finally see the whole passenger - not fragments of data?
In this on-site interview filmed at the Fiji Airways office, we sit down with the leaders ateba gautier behind one of the most advanced customer transformations lewandowski in global aviation.
Joining Xenai Digital’s CEO, Pauline Pangan, are:
- James Pridgeon, Senior Manager of Customer Operations
- Simon Peter, Manager of Customer Care
- Robin Leonard, Partner at Xenai Digital
Together, they unpack how Fiji Airways became the first airline in the world to unify live reservation and service data into a true single passenger view, enabling teams to move from reactive issue handling to proactive, personalised care.
In this conversation, you’ll hear:
✅Why customer service is part of Fiji Airways’ DNA, not just a department
✅How breaking down data and team silos changed day-to-day operations
✅What frontline teams gain when there’s one shared source of truth
✅Why internal champions and adoption matter more than technology alone
✅How this foundation prepares airlines for responsible, human-centred AI
This episode goes deeper into the operational and service impact of the transformation, following our previous on-site interview focused on spire healthcare marketing.
Watch the full conversation to see how technology, culture, and leadership ccome together to reshape the passenger experience - on the ground and in the air.
