Our latest AI-driven research has revealed a critical “emotional experience gap” across America’s five busiest airports, putting $695 million in annual revenue at risk. This study analysed over 20,000 passenger reviews, uncovering where and why travellers experience frustration and diminished confidence in their airport journeys. How the 5 busiest airports in the US measure up […]
We’re thrilled to have Mazhar Butt, a distinguished customer experience leader whose career spans international aviation and luxury retail—two of the most demanding sectors in CX—join us for this latest episode of Trust Builders. As a Certified Customer Experience Professional (CCXP), accredited International Airports Professional (IAP) and industry awards judge, Mazhar brings over two decades […]
Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the end-to-end physical and digital CX at Southwest. He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the […]
