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08: Hitting a Home Run with Customers with Bill Lentsch, Chief Customer Experience Officer, Delta Air Lines
In this episode, we sit down with Bill Lentsch, Chief Customer Experience Officer at Delta Air Lines. Delta and healthcare have much in common since both industries are highly regulated, competitive, and have a dependence on data and its accuracy. Bill shared his views on structuring the customer experience role, operating a customer-centric organization, and more.
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By Think MediumIn this episode, we sit down with Bill Lentsch, Chief Customer Experience Officer at Delta Air Lines. Delta and healthcare have much in common since both industries are highly regulated, competitive, and have a dependence on data and its accuracy. Bill shared his views on structuring the customer experience role, operating a customer-centric organization, and more.