Competition in the airline industry has prompted American Airlines to accelerate and focus on superb customer experiences.
Loyalty360 caught up with Fern Fernandez, Vice President of Global Marketing at American Airlines, and talked about what the airline is doing around customer loyalty, customer engagement, and customer experience.
Can you talk about AA’s efforts around CX, customer loyalty, and customer engagement and how they have changed and/or progressed in the past year or two?
Fernandez: The airline industry is....