Beyond HumanBig PictureCatalystsConnected WorldExchangeMarketing MixNew MoneyNew SchoolPeople SciencePulse

SAS EVP Marketing and Sales improves customer experience with employee devices

Annelie Nassen

Annelie Nässén is certainly clued up on big data trends, ensuring her cab crew have the necessary devices and data to provide a more personalised, on-hand customer experience.

Annelie Nässén, executive vice president sales and marketing at Scandinavian Airlines, gives Hot Topics an example of how omni-channel experiences between staff and travellers can be induced for the benefit of both. Providing cabin crew with devices that provide live information on individual passengers allows them to smooth over irregularities, such as misplaced baggage Nässén explains. That being enabled using big data, however, “is not news to anyone”, the marketing chief adds.

This interview is part of Hot Topics’ Engage series, powered by Syniverse.