Jo Lai | VP Customer Experience
Hopper

World Aviation Festival Day 3 @ 11:45

Panel: How can airlines build trust through proactive customer communication?

• Delivering a truly exceptional omnichannel customer experience throughout their journey: how can tech like AI chatbots and automated notifications be used most effectively?
• Self-service vs. contact centres vs. in-person support – what do passengers really want?
• Delivering personalised experiences which truly enhance customer experience – effectively empowering our employees with digital insights
• How back-office processes impact passenger experience and communication – the hidden CX challenge.

Dinah Libunao, Head of Customer Relations, Philippine Airlines

Bill McKimm, VP of Travel, eSIM Go

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Bill McKimm / Panel: How can airlines build trust through proactive customer communication?

Bill McKimm, VP of Travel,
eSIM Go

Bill is a seasoned digital leader, with a track record of driving innovation and transformation across some of the world's top retail and travel brands.  From spearheading growth at Tesco.com and eBay, to leading Ancillary Revenue at easyJet, and shaping digital strategy at Kingfisher...

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Jo Lai, VP Customer Experience, Hopper

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Jo Lai / Panel: How can airlines build trust through proactive customer communication?

Jo Lai, VP Customer Experience,
Hopper

Jo Lai is the Vice President of Customer Experience at Hopper Technology Solutions (HTS), where she leads strategic initiatives in digital customer experience, AI, and self-service innovation. Jo directs transformative projects leveraging advanced AI to boost efficiency and elevate customer...

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Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce