Louise Phillips, Virgin Atlantic’s Vice President of Customer Centers has worked with the airline for 16 years and recounted the situation the airline found itself in when COVID caused the ultimate disruption. That meant fleets sitting idle on tarmac and phones ringing off the hook with people trying to rebook, refund or just understand the…
Customer experience leaders have moved past asking whether AI will change their organizations. The more urgent question is how to turn its potential into better experiences, stronger operations and measurable business value.
