CXtech – From easy to effortless: How Europe’s best value airline is driving CX and operational excellence through digital technologies
Ian Cairns, Customer Director, EasyJet
It won’t surprise you that EasyJet is Europe’s best value short haul airline. It might surprise you to hear that it’s also the UK’s most considered airline brand, even ahead of BA. That’s largely thanks to its top class operational performance, enhanced by a loyalty -boosting customer service experience. Ian explains how digital technologies have unlocked a segmented customer experience that has allowed EasyJet to achieve standout in today’s largely homogenised airline industry. He’ll explain how technology and humans can work together, why change at EasyJet is always driven by customer insight and the win wins that can happen when technological change is managed well.
As Customer Director of EasyJet, Ian is accountable for the financial and operational success of its customer services, customer experience, B2B Sales and 3rd party distribution teams. He’s been in this role since January 2017 and spent the previous four years with the airline as Head of Marketing, Brand and In-Flight Retail. For the first 14 years of his career Ian worked at OMD, a media planning & buying agency where he worked his way up to Client Partner.