Hulda Karen Guomundsdottir | Customer Experience Development Manager
Icelandair Group

Hulda Karen Guomundsdottir, Customer Experience Development Manager, Icelandair Group

In her role as Customer Experience Manager at Icelandair, she has been responsible for mapping various customer journeys where she and her team have detected any opportunity to elevate the passenger journey for a smoother and more enjoyable experience. She has also been responsible for designing and improving service experiences along with overseeing all customer communications.

Hulda Karen has over 12 years of experience in the Icelandic banking industry,  emphasizing on treasury and cash management, strategic projects and marketing communications. She holds a BSc in Business Administration and MSc in Marketing from Reykjavík University. Currently, she holds a lecturing position at Reykjavík University, where she lectures Consumer Behavior and Marketing Communications.

Appearances:



World Aviation Festival Day 1 @ 12:55

CX Panel: Why delivering the digital customer experience is more important now even more than it has been ever before?

  • Where are the new areas of customer friction or struggle across the digital and mobile experience?
  • How does the current aviation CX model react to the realities of today?
  • 2020-2021 allowed us to offer more flexibility than we could have ever imagined – will that flexibility remain in place as re-emerge as an industry?
  • How will end-to-end partnerships develop in areas such as mobility, loyalty, retail and payments to help boost the customer experience across the whole journey?
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:18 GMT

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