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Month: February 2016

American Airlines Executive, Alumna on Strategic Planning

American Airlines Executive, Alumna on Strategic Planning

You’ve probably been on a plane before, maybe lots of times. But what you may not realize is the amount of decision-making and strategic planning that goes into the entire experience—everything from booking your flight to landing safely at your destination. Jennifer Proctor, BA ’87, Managing Director of Customer Experience Planning for American Airlines, spoke recently to Gupta College of Business professor Michael Stodnick’s, Ph.D., Senior Seminar about the challenges the airline faces in creating the best customer experience possible. “As of 2013, American Airlines…

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