Remove Airlines Remove Customer Centricity Remove Customer Experience Professionals
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TechnoUbiquity

InMoment XI

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article.

Airlines 150
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TechnoUbiquity

InMoment XI

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article

Airlines 150
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TechnoUbiquity

InMoment XI

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article

Airlines 150
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What’s Everyone Talking About in Customer Experience?

BlueOcean

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. Gingiss calls out companies like Zappos and Southwest Airlines that exemplify empathetic practices.

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How Do Smart Leaders Create the Best Experiences?

Experience Investigators by 360Connext

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

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United Airlines: Big Data to the Rescue of the Passenger Experience?

Michelli Experience

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives.

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Engagement and Culture are Related, But Different

CX Journey

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” But both areas are essential for the customer experience professional and for organizational leadership.

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