Ross Feinstein | Senior Manager and Spokesman
American Airlines

Ross Feinstein, Senior Manager and Spokesman, American Airlines

Ross Feinstein is a Senior Manager of Corporate Communications at American Airlines, a position he has held since June 2015. In this role, he focuses on operational issues for the airline, including crisis communications, corporate security matters and the social customer experience. Ross also serves as the spokesman for American with national media on day-to-day operational queries and issues.
Prior to joining American, Ross worked for the U.S. government from 2005-2015 in Washington, D.C, and served as the press secretary for the Transportation Security Administration (TSA), spokesman for U.S. Immigration and Customs Enforcement (ICE) and deputy press secretary for the Office of the Director of National Intelligence (ODNI). Ross also worked for the U.S. Mission to the United Nations and The New York Times Company.


Aviation Festival - Day 1 @ 13:45

How the world's largest airline use real time social networking to communicate with customers?

  • Serving 600,000 passengers per day – How can you successfully monitor all issues and use social as a first line of defence?
  • As customer expectations are at an all-time high what kind of pressure does this put on our customer service agents and how can we help them navigate through the noise?
  • Allowing social to inform business decisions – How to keep your senior management engaged and influenced by social media

Aviation Festival - Day 1 @ 14:05

Panel discussion: How will conversational customer service (public and private) evolve and how do we balance the bots with a human element to avoid a viral crisis?

  • With an intense focus on private messaging in 2018 how should we cater for and prioritise various types of travellers based on their value to the airline?
  • Customers voices are now louder than ever, how do we create meaningful relationships with customer by listening and resolving their issues at the desired touch point?
  • Can humanity in service help truly differentiate your airline and win the travellers excited by the prospect of a highly engaged personalised experience?
  • How close are we to really breaking down internal silos and allowing social to inform business decisions?
last published: 06/Sep/18 05:58 GMT

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Conference 5-7 September • Exhibition & Seminars 6-7 September


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