Making the business case for CX
Our CEO, John Moriarty, was a panel speaker on the topic Making the business case for CX – why customer focus drives commercial success. Hosted by Jerry Angrave, Customer Experience Consultant, Empathyce, the panel also included Jason Ward, Azul Airlines and Amber Franco, Star Alliance. The panel discussed the mindset required for successful customer experience implementation, highlighting the importance of operational excellence and collaboration between all stakeholders involved in the customer journey.
Sharing ideas on best practice in their respective roles, the speakers also addressed how airlines manage the balance between digitalisation and keeping it human, citing the human touch as an integral differentiator in the overall customer experience, whether this involves engagement by crew, pilots, ground staff or the wider airport infrastructure team.
Our sincere thanks to Jerry, for excellent facilitation, and to John’s fellow speakers, for an insightful conversation.
