Mark Anderson | Executive Vice President, Customer
Virgin Atlantic

Mark Anderson, Executive Vice President, Customer, Virgin Atlantic

Mark Anderson is Executive Vice President - Customer at Virgin Atlantic, responsible for all customer-facing teams including Customer Experience Design, Contact Centres, Airports, Clubhouses, Inflight Services and Crew. Mark is a true commercial customer champion and passionate about developing people to be their best. 

Before his appointment, Mark was Senior Vice President and Managing Director of Virgin Holidays where in less than 3 years, he developed a high performing team that achieved record people engagement scores and operating profits with strong customer advocacy. He has over 25 years of senior management experience in retailing and travel.

In his (rare) spare time, Mark is a qualified white water kayak coach and keen horse rider. He is a Trustee of Pennies, the digital charity that gives small change a big purpose and lives in Kingston upon Thames.

Mark holds a Bachelor of Arts degree in English Language & Literature from the University of Southampton and studied with TIAS Business School in the Netherlands for a Masters in Retail Management.


Aviation Festival - Day 2 @ 12:25

Virgin Atlantic Keynote: From knowing customers to truly understanding their needs, the future of customer experience still has people at its heart

  • Customer segmentation of one – really knowing our customers, the power of personalisation and a 'single customer view’
  • Combining deep customer insight with the involvement of our people, how to ensure a purposeful decision making process which always has people at its heart
  • Why technology and digital innovation are not end goals in themselves but enablers, giving customers the ability to serve themselves and people the freedom to deliver more tailored and valued service

Aviation Festival - Day 2 @ 12:45

CONNECTIVITY PANEL DISCUSSION: Taking in-flight entertainment to the next level - What are the next steps in commercialising connectivity and driving better passenger experiences?

  • How close are we to offering an entertainment experience which is better than anything available on the ground?
  • Has the right business case been proven for various airline models and are we close to seeing a return on investment?
  • As BYOD becomes more prominent will there be more focus on content over equipment?
  • What is the future of on board immersive technology such as AR & VR?
last published: 06/Sep/18 05:58 GMT

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Conference 4 - 6  September 2019 


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