Delta Air Lines has appointed Amala Duggirala as its Executive Vice President and Chief Digital and Technology Officer, a newly created position overseeing the airline's integrated digital and technology divisions. Duggirala, formerly the chief information officer at USAA, joined Delta in January.
Her role encompasses both the enterprise technology essential for Delta's global operations and the digital tools developed for customers and employees. Duggirala stated that her primary objective is to leverage technology to improve the entire customer journey.
Under her leadership, Delta is shifting from a reactive operational model to a more proactive approach. An example of this initiative is Delta Concierge, an AI assistant available within the airline's app for SkyMiles Members. This tool aims to anticipate customer needs during travel disruptions, reducing the burden on both customers and employees. Duggirala explained that previously, customers had to actively seek information during disruptions, and employees had to navigate multiple systems to assist them. Now, the airline aims to proactively offer solutions before customers even need to inquire.
Duggirala is recognized as one of the leaders shaping the future of technology, as noted by TIME in its "Executives of the Year: Tech and Data" list.