Latest / The Future Travel Experience (FTE) Podcast
To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience
In this episode of the FTE Podcast, host Max Gosney speaks with Juha Jaervinen, Chief Customer Officer (CMXO) & Executive Vice President at Virgin Atlantic, about the airline’s mission to create the “most loved customer experience” through the combination of technology, human interaction and the iconic Virgin flair.
The conversation explores how Virgin Atlantic is using AI Concierge, ChatGPT integration, Starlink connectivity, loyalty innovation and customer insight to deliver more seamless, personalised and emotionally engaging journeys.
Juha also shares insights into:
Why technology should…
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