SPOKANE, WA (October 16, 2012) – Meeting customer demands under the best circumstances can be challenging, particularly with the increasing availability of digital platforms and the risks they can present. Meeting customer demands while facilitating the merger of two of the world’s largest online travel platforms adds to the complexity.
Martin Hand, Senior Vice President of Customer Experience for United Airlines (@united) has first-hand knowledge of what goes into managing those complexities , and he’ll be sharing that insight at Forrester’s inaugural Forum for eBusiness & Channel Strategy Professionals on Friday, October 26 at 11:20 a.m.
To create a personalized customer experience – including addressing everything from booking flights to rolling over mileage programs – United needed to think outside the box. The airline turned to its newest employee, Alex, to get the job done. Alex is an Intelligent Virtual Assistant (IVA) created by Next IT (@Next_IT), a leading IVA provider and gold sponsor for the Forrester event. Brought over in the merger with Continental Airlines, Alex was updated to address merger-specific information and to help customers navigate the changes.
In his presentation, Hand will discuss United’s approach to communicating with and servicing online customers with the help of Alex and the innovative strategies that keep United at the forefront of customer experience.
Embracing digital opportunities can be game changers for organizations, but they don’t come without risks. At the Forum for eBusiness & Channel Strategy Professionals (#FORRForum), Forrester analysts and speakers will address how to manage digital opportunities and the disruptions that can come with them, including:
About Next IT
Next IT is the intelligent interface company. We deliver the right outcomes through A.I.-powered solutions for customer engagement and workforce support.
Our customers, including Alaska Airlines, Amtrak, Charter Communications, United States Citizenship and Immigration Services, and the U.S. Army, set the bar for innovation in their markets, and they trust our solutions to resolve the most challenging barriers to exceptional customer and workforce support.
Next IT Enterprise is headquartered in Spokane, Washington.
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