CX Passport The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107
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🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...
⚙️How to prioritize the insights gained from the customer contact center
👉What drove United's evolution beyond random call listening to deep contact insights?
🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!
💡A resolved experience makes for a good experience
🔬Learn WHERE to hunt...then GO hunt!
✅Unlocking insights by overcoming "internal thinking"
😯Handling IROPs - Irregular Operations
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - Bryan
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Episode resources:
Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/