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Amin Lalani
Manager of Airport Customer Service Tools and Technology Delta Airlines
Amin is an experienced operations leader responsible for shaping the product, vision, and strategy for Delta's airport tools and technology. He oversees a diverse product portfolio that delivers exceptional customer and employee experiences across airport lobbies, Sky Clubs, and gates. With over 15 years of experience, Amin brings a unique blend of business acumen and technological prowess to his role. Aside from his dedication to helping others through coaching and mentorship, Amin has a passion for life, which is reflected in his interests. He is an avid traveler, always seeking new experiences. He is a food enthusiast who loves exploring different cuisines. He finds joy in the timeless humor of Seinfeld, a show that never fails to bring a smile to his face.
Tuesday, August 13th
12:30 PM How Delta Airlines Navigates New Tech: Frameworks for Success in your Technology Journey
At the height of innovation, customers are still expecting human-centered support. While self-service can certainly offer convenience, some customers want to speak with a human to ensure their voice is being heard.
Technology, however, does not need to stand in the way of achieving a human experience. It can, and should, act as a tool to enhance interactions and improve outcomes.
Amin Lalani, Manager of Airport Customer Service Tools and Technology, will share his experience navigating new technology at Delta Airlines. With an ever-present focus on the customer, Amin and his team are dedicated to delivering seamless experiences that are human-first.
He will share frameworks for beginning transformation and leading with human-centered initiatives. He will also discuss:
- Customer education and engagement
- Emerging technology in the CX space
- Insights on optimizing collaboration and getting buy-in across the organization
