Sometimes, it’s unexpectedly good news for all involved when technology limits the role of people play in the customer experience. But during times of unavoidable glitches in the customer experience, humans are critical, says our guest, Angela Vargo, VP of Marketing at Breeze Airways.
Breeze calls itself America’s newest and nicest airline. With a focus on leisure travel, Breeze offers affordable, nonstop flights to underserved routes. A start-up airline is, of course, rare enough that it’s probably worth a conversation for that reason alone, but it’s especially true here because Breeze took a “technology-first approach.” As you’ll hear, Breeze’s approach provides an instructive example of what experience-driven disruption can look like, even in long-established industries.
Angela stepped into lead Breeze’s marketing as the country emerged from the most restrictive phases of pandemic – and displayed a great deal of eagerness for travel. She was well suited to the job, drawing on more than two decades of experience in aviation and other industries.
Richard Owen and Angela talked about some areas specific to Breeze, like the controversial decision to use chat in place of a traditional telephone-based call center, and some of the challenges faced in a heavily regulated space like airlines. But there’s lots to learn from our conversation no matter your industry. Some areas of discussion to listen for:
Find Angela on LinkedIn: https://www.linkedin.com/in/avargo99/
Angela on Twitter: https://twitter.com/AngelaVargo
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
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Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3