Partner Showcase: Airship Mobile Messaging Platform
I led the product team’s partnership with Airship, a leading mobile messaging platform that has transformed how we communicate with customers through the Southwest app.
The Partnership
Our collaboration with Airship has enabled Southwest to deliver personalized, timely communications directly to customers. The platform’s low-code content management capabilities allow our teams to quickly create and deploy targeted messaging without extensive development cycles.
Impact at Scale
In 2023 alone, we delivered over 52 million targeted in-app messages through the Airship platform. These messages help customers stay informed about:
- New products and services
- Destination-specific alerts
- Promotional offers
- Important travel updates
What Makes It Work
The Airship platform brings several key capabilities:
- Easy personalization - Messages tailored to individual customer preferences
- Low/no-code content management - Quick updates without developer involvement
- Targeted delivery - Right message, right customer, right time
- Analytics and insights - Understanding what resonates with customers
Collaboration in Action
We hosted the Airship team at Southwest headquarters for a deep-dive session with our Customer Experience and Digital teams. Their presentation sparked valuable dialogue about mobile messaging best practices and innovative approaches to customer engagement.
Looking Forward
This partnership continues to evolve as we explore new ways to leverage mobile messaging to enhance the customer experience. The foundation we’ve built together enables us to communicate more effectively with millions of customers every day.
Over 52 million targeted in-app messages delivered in 2023 through our Airship platform partnership.
