Philip Easter is the director of mobile apps at American Airlines.
[These are my notes from the Enterprise 2.0 Conference 2012 in Boston. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]
- The Sky is Not the LimitMobile access and customer service should not end when you step on a plane. He showed a demo film of customer service at 30,000. He claims that soon their mobile app will provide this level of service (he was able to connect with an agent who can chat with you over free wifi) in the air.
- Their Guiding Principles(1) User Interface is the critical – that’s how you serve the customer. (2) Think INTENT not location. Focus on what the customer wants to do, not just where the customer is.