January 15, 2019

Bloomberg Technology: How Innovation Makes JetBlue Fly

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As part of the Cornell Tech @ Bloomberg Speaker Series, Bloomberg TV’s Scarlet Fu sat down with Robin Hayes, CEO of JetBlue, and Bonny Simi, President of JetBlue Technology Ventures.

During their chat, the three talked about the investments JetBlue is making into improving the customer experience for its passengers, including their investment in Gladly as their customer service platform of choice.  For JetBlue, the focus has always been on helping the airline innovate from the ‘outside-in’ in a way that complements the existing infrastructure, while adapting and keeping up with their customers’ changing needs. “You’re only innovative for one point in time, and then innovation moves along,” Bonny explains. “You have to keep up.”

Gladly allows JetBlue agents to keep up and engage with customers via various channels, including phone, text, email, and chat. All customer communications are synced – without the need for repeat or recap of prior interactions. Read the article and watch the full recording of the interview here.

And if you’d like to learn more about Gladly, be sure to send us a note—we’ll gladly get back to you.


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