A United Experience: Putting Customers First at the World’s Largest Airline

 

Next IT hosts guest executive session at Forrester’s inaugural Forum For eBusiness & Channel Strategy Professionals

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:

  • What challenges and opportunities do digital trends present?
  • How have other companies successfully navigated the risks versus the rewards of leveraging digital offerings?
  • What skills, organizational changes and strategies do companies need in order to thrive in a digital marketplace?

Follow @Next_IT and visit us at booth #102 for the latest in how to leverage technology to support and offer a uniquely personalized customer service experience (Tweet this!).

About Next IT
Founded in 2002, Next IT has been at the forefront of virtual assistant technology for over a decade. Alme, Next IT’s flagship product, is the world’s most trusted virtual assistant platform. Customer experience leaders including Aetna, Alaska Airlines, Amtrak, Charter Communications, Symplmed Pharmaceuticals and the U.S. Army all rely on Alme to provide their customers with remarkable experiences every day.

In 2013 Next IT launched Alme for Healthcare, a revolutionary new platform that delivers advanced virtual assistant capabilities to healthcare-specific environments across mobile, web and chat interfaces.

Next IT is proudly based in Spokane, Washington. For more information, please visit: www.NextIT.com

Next IT Media Contact
Kevin LaHaise
NextIT@Jones-Dilworth.com
413-244-8994