How JetBlue Is Putting Humanity Back into the Airline Industry
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How JetBlue Is Putting Humanity Back into the Airline Industry

Date Aired: October 4, 2018

Time: 1:00 PM Eastern Time

Presenters: Laurie Meacham, Scott Morris, Mukesh Mirchandani


Moderators: Erica Marois

Sponsor:

Watch the webinar video below.

JetBlue shares how to deliver more practical, personalized, and delightful service experiences.

In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.

 

Attend this webinar to learn about:

  1. How to bring people, process, and technology together to deliver more customer-centric service
  2. How to humanize the customer experience
  3. How JetBlue leverages customer service as a competitive differentiator

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!



Presenters

Laurie Meacham

Manager, Customer Commitment, JetBlue Airways

Laurie Meacham oversees a team of multi-skilled Customer Support crewmembers at JetBlue. She was instrumental in the creation of the social media support team in 2010 and has since played a role in several projects that have included the implementation of digital products, communication channels and training. Laurie’s role has focused on defining and evolving strategy, maintaining brand awareness across teams and working cross-departmentally to ensure continuity in JetBlue’s customer service initiatives.

Scott Morris

Director, Customer Success, Gladly, Inc

Scott Morris is the Director of Customer Success at Gladly. Before joining Gladly, Scott worked in a number of leadership and communication roles for over 25 years, most recently with mobile device solutions start-up MobileIron. Scott’s professional focus has revolved around managing high-value, high-impact relationships, as well as helping customers to leverage the tools and resources necessary to deliver great experiences, and scale efficiently. In his free time, you can find him spending time with his family in Morgan Hill, CA or taking day trips to Tahoe with his daughter. Scott graduated from UC Davis with a B.A. in Psychology.

Mukesh Mirchandani

Director, Solution Consultants, , Gladly, Inc

Mukesh Mirchandani leads the Solution Consulting team at Gladly. With a laser focus on customer success, Mukesh and his team are responsible for gathering business requirements from our customers and mapping them back into solutions that help our customers build meaningful and lifelong engagement with their customers. 

With over 18 years of experience in solution consulting and software engineering, Mukesh has worked at large enterprise companies such as Salesforce, Parametric Technologies Corp and Cisco Systems. He has spent the last decade in solution consulting, working with Fortune 500 companies transform their business and embrace the digital and social revolution.

Moderators
Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS  | Email: [email protected]


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Topics: Customer Experience