Akira Mitsumasu, Vice President, CX, Data Analytics and Global Marketing at Japan Airlines, will be chairing the Customer Experience category of the 2022 WARC Awards for Effectiveness . Here, he talks about how Japan Airlines helped travellers during uncertain times, the company’s increased focus on sustainability practices, and what he’ll be looking for in the category’s entrants. Akira Mitsumasu, Vice President, CX, Data Analytics and Global Marketing at Japan Airlines
KiwiRail, an enterprise responsible for rail operations in New Zealand, increased tourist visits a few years after a devastating earthquake by pairing quotes about the destruction with striking imagery of the beautiful new features it had created.
Marriott, a hotel brand, increased enrolment for its Bonvoy travel program in Hong Kong by using a rugby legend as its spokesperson and its sponsorship of rugby team the Kong Kong Sevens to produce a video campaign.
Christina Stahlkopf, WARC Exclusive, May, 2021
Data suggest that consumer trust in the travel industry was significantly damaged during the COVID-19 pandemic, and companies will need to demonstrate an overt commitment to the health and wellbeing of travellers.
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