MyCustomer.com caught up with Paul Sands, head of customer experience at Virgin Atlantic, at the recent European Customer Experience World event in London. Paul shares his thoughts about Virgin's customer experience vision, what its key tenets are, and how the business uses insight to compete on customer touchpoints that other airlines don't think about.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.