Webinar
2021-05-06 11:00:00 2021-05-06 12:00:00 America/Los_Angeles Fearless Innovation at Speed Learn how one airline company fast tracked its consumer expectations into the future with CX innovation. CMO Council cmoteam@cmocouncil.org
Companies investing in digital transformation have two choices: build out a long-term plan, accounting for all potential risks, or, move quickly to respond to ever-evolving consumer expectations. This webinar will dive into how one major airline boldly chose to fast-track CX innovation, abandoning earlier time-consuming plans.
In late 2020, United Airlines launched Agent on Demand to help passengers wherever they are—at home or the gate. This program is a cornerstone of United’s digital acceleration and you’ll hear how an idea that would typically take years to implement was taken to market in only a few months.
Join Rob Bence, Director, Airport Technology & Insights, Sheila McGee-Smith, President and Principal Analytics at McGee-Smith Analytics, and Amrit Dhangal, COO and Co-founder at Acquire for an inside look at how United Airlines creates a culture for innovation to take flight.
In this session, you’ll learn:
1. Ways to identify innovative offerings for enhancing the customer experience
2. How to apply United’s approach to accelerate your digital projects
3. Best practices for creating a holistic CX project
Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. Sheila is a frequent contributor to No Jitter and serves as the Contact Center Track Chair for Enterprise Connect.
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Amrit Dhangal is the co-founder and chief operating officer at Acquire, a software platform empowering companies to rise to the next wave of customer experience. Amrit has spent the majority of his career helping organizations ranging from small teams to Fortune 500 brands unlock growth and improve processes across sales, support, and service. His expertise in customer experience and customer service software has made it possible for hundreds of companies to pursue meaningful digital transformation.
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Rob Bence, Director, Digital Technology, United Airlines ATW & Intelligent Airport, responsible for providing vision, direction and leadership for operational technology (IT) applications used by customers and employees in airports served by United. Rob joined United in early 2019 from Southwest Airlines, where he was a technology leader for 8+ years, responsible for the technology used to deliver an integrated customer experience in the commercial domain. Rob is an US Army veteran, passionate people leader and radical customer advocate with progressive technology experience across multiple business and technical verticals throughout his career.
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Sally brings diverse program management skills to the CMO Council and its affiliated executive networks where she directs market research, content marketing and go-to-market campaigns. She manages cross-functional relationships across the organization to ensure each program meets and exceeds its intended goals. She serves as the direct point of contact for clients and sponsors, conducts executive interviews across a wide variety of tops, and leads a team of researchers and content developers to execute a range of thought leadership marketing programs. This includes market research, competitive analysis, content delivery, website development and email marketing programs. A multi-lingual professional, Sally holds an International MBA from Middlebury's Institute of International Studies as well as a Masters in International Policy.
