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How have airlines changed their approach to customer experience over the last few decades? What’s it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins us on this CX Passport episode. 

Lorena helps us understand how culture influences the CX approach of an organization and how on earth a company as complex as an airline can possibly have a centralized understanding of the entire customer experience.

And yes...with that many years at the airlines, Lorena definitely has some travel experiences to share!

Hosted by Rick Denton, CX Passport guides you through  a conversation on customer experience and travel.