O3 Co-Founder and CEO, Keith Scandone joined Jay Kingley on Centricity’s Best Kept Secret videocast recently to discuss what it takes to architect a great customer experience and how some brands are getting it wrong.
Keith shares an account of his own experience with JetBlue as a case study of a company that gets so much of the hard part to deliver one of the best travel experiences out there but then totally blows it the minute a customer needs to engage with them.
