The Future of Airline Customer Experience: Call Centers, AI and New Regulations with Mario Matulich
Discover how the airline industry is transforming and how airlines are beginning to reverse a long decline in customer experience. In this wide ranging interview, customer experience expert Mario Matulich reveals the impact of new government regulations, AI advancements, and evolving call center strategies on your future travel experiences. Learn about: New airline refund policies and what they mean for you How AI is revolutionizing customer service interactions The changing role of human agents in call centers Surprising ways airlines may compete for your loyalty Whether you're a frequent flyer or a leader focused on customer experience and call centers, this discussion offers valuable insights into the future of air travel and customer service across industries. Show notes, video, transcript, resources: https://www.rogerdooley.com/airline-cx-matulich/ As President and Managing Director, Mario Matulich oversees overall business operations and strategic growth initiatives for CMP, a leader in delivering market research, events, and communities to organizations that value customer centricity. With 17+ years of experience, Mario has helped transform an events company into a leading provider of market analysis and industry connections by developing a winning culture built on confidence, innovation, poise, collaboration, and “customer first” quality standards.