[Engagement Expo 2014] Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide

Four years ago, Orbitz began to dramatically increase focus on the customer by launching a centralized Consumer Insights function. Since it was established, the Consumer Insights function has integrated the voice of the customer into many areas of the Orbitz business, using both programmatic research as well as many ad-hoc research initiatives. This presentation will discuss how Orbitz built a wide-ranging and in-demand Consumer Insights function with limited resources and how we are applying insights to answer both day to day business questions as well as infuse the customer perspective into strategic initiatives, such as our recently introduced Orbitz Rewards program.

[Expo Video] Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide