S8:E1 — 'Focusing on the entire customer journey' — Heather Garboden
From Tell Me Why by American Airlines
May 22, 2025 · 6 min · Season 8 · Episode 1
About this episode
Heather Garboden discusses the renewed focus on customer experience at American Airlines.
On the season 8 debut of Tell Me Why, Chief Customer Officer Heather Garboden joins Chief Communications Officer Ron DeFeo to talk about the renewed focus on the customer experience and how the Customer Experience organization is keeping customers at the center of decisions being made. From new lounges and a redesigned mobile app to complimentary Wi-Fi for AAdvantage® members, sponsored by AT&T, the sky’s the limit when it comes to delivering a world-class experience for our customers.
People in this episode
Host: Ron DeFeo
Guest: Heather Garboden
Topics covered
- customer experience
- travel
- mobile app
- customer journey
- AAdvantage
- lounges
Keywords
- customer journey
- customer experience
- AAdvantage
- mobile app
- lounges
- Wi-Fi
- travel
Sponsors
AT&T
Mentioned in this episode
Organizations: American Airlines
More episodes of Tell Me Why
- S9:E2 — ‘Our technology focus is to enable the goals of the airline’ — Ganesh Jayaram · March 12, 2026 · 8 min
- S9:E1 — ‘We need to make sure we’re investing in technologies‘ — Larry Culp · February 19, 2026 · 6 min
- S8:E7 — ‘It’s about who you walk and run with’— Jerry Jones · November 17, 2025 · 12 min
- S8:E6 — ‘oneworld is extremely important for us’ — Turkka Kuusisto · October 6, 2025 · 6 min
- S8:E5 — ‘We opened some amazing new routes’ — José Freig · September 30, 2025 · 7 min
- S8:E4 — ‘The future of aviation is radically changing’ — Secretary Sean Duffy · August 22, 2025 · 11 min
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