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

SPOKANE, Wash.--()--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

Next IT is the world's largest provider of Intelligent Virtual Assistants that help companies deliver the perfect online customer experience. Its Intelligent Virtual Assistants combine the intimacy of 1-to-1 service that customers love, with the speed and accuracy of automated self-service that scales cost-effectively. Some of the world's largest organizations rely on Next IT for conversational customer care that boosts satisfaction, loyalty and revenue including Aetna, Alaska Airlines, United Airlines and the U.S. Army. For more information, visit www.NextIT.com and follow us @Next_IT.

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