We spend a lot of time on this podcast talking about digital transformation and how airlines can better listen, personalize, and engage with their customers. For this episode, we wanted to turn the tables inward – to PROS and look at what we are doing to transform the experience for our customers. One of our core focus areas for us is airline revenue management, a mysterious world within an airline and typically very complex in regards to systems, processes, and the sheer number of people who are working in the department. There are going to be two parts of this episode. In the first part, we’re going to chat with Rachel Golden and Eunice Yang from the PROS team about the research initiatives their team took on to listen and learn RM Analysts, their pain points, and the real impact that information made to the final product. In the second part of this episode, we met with Pascale Batchoun, Director of Revenue Management at Air Canada. We chat about the role of an analyst, the data and systems they use, and how they are driving revenue for Air Canada.