Oh, the irony – I love it when material for a speech just lands in my lap.
I was at NextBank USA in New York this week, delivering a Thursday morning keynote on removing friction from customer experience. To get there from San Francisco, I flew Virgin America into Newark. As usual, the airline experience was pretty good; as a customer experience exec, I’m pretty aware of companies who get it right – as well as those that don’t. And in fairness, my cab ride from....