Ranjan Goswami

Ranjan Goswami is SVP and Chief Marketing and Product Officer at Delta Air Lines, where he oversees marketing, product, partnerships, and customer experience design. After nearly 18 years at Delta across commercial, digital, customer, and operational roles, he has come to see those functions less as separate disciplines and more as parts of the same customer experience.

For Goswami, the promise Delta makes in its marketing should match what customers experience throughout the journey. Bringing brand, product, and experience design under one remit gives him a way to connect those pieces more deliberately.

He sees operational reliability as the foundation of CX, followed by how employees respond when customers need help. Even at Delta’s scale, serving hundreds of thousands of passengers a day, his ambition is to make the experience feel deeply personal. An always-on listening system with 24 customer touchpoints helps ground those decisions in what travelers are experiencing.

Goswami calls Delta’s people its “superpower” and sees AI primarily as a way to give employees more time and context to serve customers well. Delta Concierge applies that idea directly, using trip and account information to help SkyMiles members manage disruptions, cancellations, bag tracking, and other needs through natural-language interactions. He is also exploring synthetic customer panels as a way to test ideas more quickly without constantly asking travelers to complete another survey.

What distinguishes Goswami’s approach is how tightly he connects the pieces of CX. Marketing sets the expectation, product determines whether the experience delivers on it, customer insight keeps decisions grounded, and employees shape how the journey ultimately feels.