Delta taps wearables and video to research – and resolve – granular CX pain points

Stephen Whiteside

Delta Airlines, the air carrier, used innovative research techniques as it sought to gain a fuller insight into the customer experience.

Delta Airlines transports 200 million people between more than 300 destinations worldwide a year.

Ed Bastian, the Atlanta-based air carrier’s chief executive officer, had another way of outlining the brand’s customer scale: “We engage with 600,000 customers...

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