Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that.
This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Pauline:
Pauline Wilson is the VP Operations at Virgin Holidays and has over 20 years of operational and customer service experience in the travel industry, leading teams to achieve service excellence at optimal cost.
Joining Virgin Holidays in 2005 as Head of Customer Service, then General Manager – Service, and in 2015 was promoted to Operations Director. In this role she has developed the customer experience strategy across operations both in the UK and overseas.
Prior to joining Virgin Holidays, Pauline worked for a number of leading travel brands and is a Board member of the Branson Centre of Entrepreneurship Caribbean and also the charity, Ideas Foundation.
Thanks to Pixabay for the image.