Delta names new VP for customer experience integration

(By Ashton Morrow, Delta Air Lines)

Delta is committed to thinking differently and curating a brand experience that is the result of listening to customers and developing new, innovative ways to personalize, enhance and show respect for their time. That’s why Charisse Evans has been named Vice President – Customer Experience Integration.

Charisse Evans Executive Headshot“Taking Delta’s customer experience to the next level requires a collective vision and plan executed by a strong leader,” said Delta’s Chief Operating Officer, Gil West, in a memo to all Delta employees on Oct. 3.

delta
Delta Air Lines
Photo: Makaristos (/https://commons.wikimedia.org)

“While we’ve made great progress in this area thanks to the Delta team’s focus on Net Promoter Score (NPS) and financial investments in our product, there is still much work to be done,” West said.

In this new role, Evans will be responsible for leading Delta’s focus on creating a consistently great experience for Delta customers, starting with frontline training to capitalize on each customer interaction as an opportunity to create a lasting memory.

“Delta is known for exceptional service and it’s no secret that our people consistently make flying Delta a better experience than travelling with our competitors,” said Evans.

“We have the very best customer service professionals around and, in this new role, I will be working to provide an enhanced focus on their development, ensuring that our customers continue to be wowed,” she said. (Full Story Here)

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