Smoother customer journeys start online

Smoother customer journeys start online: how customer signals enable change at speed.

Watch an interview with American Airlines director of Customer Experience Innovation Preston Peterson and Quantum Metric Founder and CEO Mario Ciabarra at World Aviation Festival. Peterson discusses how a combination of deep understanding of real-time online customer behaviour and what’s causing it, is allowing the company to adopt a faster and better digital development process, whilst evolving internal working culture.

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