Preston Peterson | Director Customer Experience Innovation
American Airlines

Preston Peterson, Director Customer Experience Innovation, American Airlines

Preston Peterson is American's Director of Customer Experience Innovation with a focus on improving and enhancing the airport, service recovery and contact center experience for customers and team members. 

He joined American in 2013 and spent two years in network planning leading analytics prjects and managing domestic capacity for the Chicago O'Hare and Hawaii markets. He moved to Customer Experience in 2015 and now works on delivering a frictionless customer experience through the design, development and implementation of technology solutions. In 2020, that work is focused on delivering contactless options for all airport touchpoints and creating partnerships to deliver a digital wellness passport for COVID-19 testing and documentation requirements. 

Preston earned a BS in biology and an MBA from Brigham Young University. Personal face: He sits on the Town of Flower Mound Parks Board and enjoys traveling and doing anything outdoors with his wife and four children.

Appearances:



World Aviation Festival Day 1 @ 14:40

Creating Tomorrow’s Touchless Airport Experience

  • How American Airlines leveraged the global pandemic to accelerate touchless tech
  • Insights from introducing touchless waypoints for bag drop, lounge entry and boarding
  • Next steps for imagining the future of airport transit

World Aviation Festival Day 1 @ 15:25

Panel: How touchless technology is redefining the customer experience beyond the pandemic?

  • Going from high touch to low touch – How are airlines and airports rethinking digital and physical interactions throughout the whole journey?
  • How do we continue to differentiate in a touchless environment?
  • What innovations have been driven by the pandemic response and which new digital products and services can we expect to further evolve as we continue to rebuild?
  • Understanding how you marry together touchless and personalisation across all of your channels
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 11:17 GMT
last published: 12/Nov/21 11:18 GMT

back to speakers