August 19, 2014

Bloomberg West Interview

Tweet I appeared on Bloomberg West today.  I participated in a round table discussion with Daniel Farrar, CEO of Switchfly. Here is the video: Click here for the Bloomberg Link  
August 6, 2014

Airline Customer Experience Management

Tweet   Earlier this year I produced a report on Customer Experience Management (CEM). CEM is a major airline trend intended to gather customer insight from all points of passenger interaction and deliver more personalized services at every customer touchpoint.  The report is now available for free download (Simply click on the Image to download this report). The study reviews the state of airline CEM efforts, […]
August 6, 2014

Intelligent Travel Assistant Update

Tweet Those readers who have been following my blog over the last 9 years, know that I have long been an advocate for the creation of a mobile Intelligent Travel Assistant (ITA). Despite the frustrations consumers have with current OS intelligent assistants such as Siri, Google Now and Microsoft Cortana, a second generation of truly intelligent assistants is on the near horizon. Some pundits […]