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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7b7eddf-33e9-49cd-9efc-94a279a8a15d/Amwa_AmCartOutofInventory_CXBlueprint_Thumb.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b23900a3-7f98-4bb3-8a63-a87321c519cf/Sunwing_CustomerJourney_Macro_Fin_SM_Cropped.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e5f4ad22-0805-4a01-b5df-429dd532a012/prioritization-CX Product Management - Prioritization should evolve with your CX maturity. Start with 2-3 evaluators and then expand. Consider customer goals and business impact first, then assess feasibility. Take into account short and long-term risks with ROI, similar to how risk is measured in WSJF. Being unable to make decisions or convincing the organization that change is unnecessary can be extremely harmful to a company. This is a major reason why historical successful brands have struggled with startups. ROI provides important information that executives, including the CFO, can easily understand and connect with, as they often need to link quarterly investments to long-term financial goals. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9bf1ad39-7511-476b-a6dc-11d959563dec/unsplash-image-JLzdifvctEE.jpg Product Management - “65% of respondents would become long-term customers if they can provide positive experiences throughout the customer journey.” Forbes / Arm Treasure Data https://www.joshnard.com/resume daily 0.75 2025-12-23 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd55beff-917d-4fec-baed-4c7780e6b6fd/United_Aero_17_Upgrade_confirm.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/12ac2f21-5418-40d4-82be-81215be5aa89/United_MAP_GateHP_IMG_0258.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/863f185c-5784-48ef-a133-68a53e11191b/United_ItMC_Ph1_IMG_0195.jpg 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Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4b144b2a-08c8-48c5-be51-b7fe5f8b4b83/CAT_Login_Tablet.png Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594758-ZHC0N38VO8AWDHZL27FC/CAT+Booklet_Storyboard_11x16-072015_Page_02.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1ff90d4c-ed5f-420e-bb99-ea1aae417d78/CAT_Login_Mobile.png Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594778-0IJMVAY5I4YOXP5HL2NC/CAT+Booklet_Storyboard_11x16-072015_Page_03.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594721-HGMCKP73EZSVCJBLNII2/CAT+Booklet_Storyboard_11x16-072015_Page_04.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594804-IE574FAJGQA345FTZ7A8/CAT+Booklet_Storyboard_11x16-072015_Page_05.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594715-HNRU70Z98ORNDOEM41C9/CAT+Booklet_Storyboard_11x16-072015_Page_06.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594823-1P0NQ5WYQNKZPIG1MR6M/CAT+Booklet_Storyboard_11x16-072015_Page_07.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594735-E9PFNLNWJL9HRXJIYDRC/CAT+Booklet_Storyboard_11x16-072015_Page_08.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594834-0QDAL1F4ZNRXMPCLWLHH/CAT+Booklet_Storyboard_11x16-072015_Page_09.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594845-ADZ7GIA8SB8JIB2JRSY6/CAT+Booklet_Storyboard_11x16-072015_Page_10.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594785-VPW1QEXO8LXSDWZMIH21/CAT+Booklet_Storyboard_11x16-072015_Page_11.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594817-FWM4OR7DX9X3BTHAVA6Q/CAT+Booklet_Storyboard_11x16-072015_Page_12.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594729-FC4IFPLA43UT6S56JSM0/CAT+Booklet_Storyboard_11x16-072015_Page_14.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594855-SY606265UBGGC27SNSRU/CAT+Booklet_Storyboard_11x16-072015_Page_16.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594669-UUBKAW1HINDCFDXAKV32/WarRoom.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 1_Research Research methodologies will deliver higher fidelity recommendations through evaluating both business goals and employee contributions to these goals, probing conflicts and associating patterns for relevance. We iteratively affinitize our research to achieve stronger recommendations through association. THIS LEADS TO Discovery of gaps and conflicts in employee actions and information transparency Improvements to associative relationships within the PLM ecosystem, that will drive efficiencies https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594678-5V12ORLCHHIU6XIGEWSB/IMG_5180.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 2_Workshop In the workshop we will share process gaps uncovered from research and leverage CAT’s expertise to identify the actionable opportunities for inclusion into the storyboard. The workshop is structured to incite collaboration and complex ideation on future PLM solutions. THIS LEADS TO Collective understanding of associations, gaps and conflicts within the PLM ecosystem Socialization of proposed opportunities and solutions Actionable resolutions needed for delivery https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 3_Storyboard The storyboard will highlight critical gaps in the current-state service experience, elevating cross-vertical touch points where best-in-class service design will drive business value. The storyboard can be a living document that evolves during service transformation planning and design activities. 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Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3360e9b9-01bf-4cab-a474-03f2dae13ae4/StellantisMopar_Journey17.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/44b8840a-4075-4984-9b77-7a1a1d95dfdf/StellantisMopar_Journey12.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/af701eb0-24fe-4aca-a234-0cce00f37378/Stellantis_PivotalM_Ex7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e79ae31c-2e8b-4ad3-8096-ef47bba88da6/Stellantis_IntroJMap_CaseStudy6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6d879cb2-0a84-4c52-9ade-b4f5df99c5c8/Stellantis_QuantRep_5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/30eabc06-1846-417b-9149-b882c12b8c90/StellantisMopar_Journey18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6811f741-fd21-46dc-9a1e-50cb455809e6/Stellantis_PivotalM_Ex8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f008c089-ff61-4ef9-9f46-6fc94b465969/Stellantis_IntroJMap_CaseStudy7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca04da79-d708-4359-84d4-81629c88e28a/Stellantis_IntroJMap_CaseStudy8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5aa680cf-50b2-46ed-95c4-8b6a4b9813c7/Stellantis_QuantRep_8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/26b7cb31-8c1e-4022-bb0e-a908bbb006d3/StellantisMopar_Journey25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca323a60-0096-47ee-8172-0b519b26a534/Stellantis_PivotalM_Ex10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/416ce372-9ca9-42d4-b415-8cd4d3ea8fac/Stellantis_QuantRep_9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c6ec8b8a-ba9a-438a-8741-e80df00639e8/StellantisMopar_Journey19.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/119b6882-fee7-4b77-9925-b99b789ee284/Stellantis_QuantRep_10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96c7ba72-14fe-42c6-9ced-2f37d9241338/Stellantis_QuantRep_11.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8d451210-de83-4cc2-aa30-edbaf3ee87d6/Stellantis_QuantRep_13.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9c3913d3-471b-4137-82f5-a44dd0d29dae/Stellantis_QuantRep_15.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cfb31f5e-5a22-4224-be2a-98c329bc7972/StellantisMopar_Journey26.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/923ec782-4ea8-4066-8fe0-a9fcde26800b/Stellantis_QuantRep_18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/35c8c31e-2bf8-43ee-9af2-1025e506f3b8/StellantisMopar_Journey27.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd1dfd2-3d5d-4ef2-bd27-c673d46d3892/Stellantis_QuantRep_21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/aa93a65e-9681-41c5-b2ac-4c5113929bf1/StellantisMopar_Journey29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1cc6c86f-10a1-4774-bd83-09025836341b/Stellantis_QuantRep_25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/29d5bf6c-04b9-454e-be79-3b835d9907bc/StellantisMopar_Journey30.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/280992db-0683-4be3-a281-56d39817d969/Stellantis_QuantRep_31.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/43e8f5ed-40e0-4498-87ae-e704a93b55f2/Stellantis_QuantRep_33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/20b3788b-0925-4f77-ab0f-2337ac88daa3/StellantisMopar_Journey37.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2889b072-79f6-4496-bc31-7c40028efcbe/Stellantis_QuantRep_36.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8258398d-7519-4353-a73b-26fb158551aa/StellantisMopar_Journey38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/24ae8caa-225f-446b-98ef-594063725dc9/Stellantis_QuantRep_38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3741d639-a68a-40ce-913f-0e209196369c/Stellantis_QuantRep_45.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/daccf96e-b76d-45ac-9e90-965f26349c40/Stellantis_QuantRep_50.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c776c539-9a26-4b74-8811-762176b7a3d8/Stellantis_QuantRep_53.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a00bd2b5-4c60-4979-92c9-f71dddafbdd4/Stellantis_QuantRep_55.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/54e35f67-1726-4313-86c7-3bd02ff1c918/Stellantis_QuantRep_57.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/896e0bfe-c2f4-4db6-abe9-23a1ac7723ab/Stellantis_QuantRep_58.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9593c92b-6d56-44b7-a514-535ef306fd44/Stellantis_QuantRep_43.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 1| Qualitative & Quantitative We took extensive qualitative interviews and quantitative surveys across real owner journeys and mapped sentiments and impactful data to areas of the journey. This validated our journey map for relevant, branded communications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 2| Experience Pillars Need States We connected key business KPIs with deficits in customer awareness. We aligned key communication “pillars” across teams for greater planning. Measuring delight is challenging, so we map to customer empowerment, transparency and connection to brand. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 3| Pivotal Moments™ Definitions We converted analysis of customer and business research into defined customer triggers, emotions, routines and the outcomes of a moment. We connect teams to plan relevant communications on customer behavioral triggers, emotions, routines, influencers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 4| If/Then Use Cases Business use cases become if/then instructions. Customers do not always follow every business goal, so we plan. ”If” the customer doesn’t act, “then” we deliver planned messaging and cadence personalized to their purchase ownership, service and auto features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4e344a85-836d-4227-b3bb-481b4220b7d2/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small+copy+2.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 5| Pivotal Moments™ Narrative empathy, channel touchpoints Tell memorable stories of a ”north star” experience to contextualize business aspirations with customer empathy. 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Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c1159c28-a8a8-425d-a887-7d87fbd5a1bf/SunwingCDP+StratAppr_112920+FinalCon23.jpeg Hospitality Products with Loyalty 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645456-LEN3RYLXYFZ9SO6338EY/Slide19.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645525-R6KECFEHCPCKT4X8YZ2Y/Slide19.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645640-AHTB831Q9YZM3PH3LG08/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645443-LUVDTBP61NQGA0164KIO/Slide20.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645549-ZV3YQO60S2VV5GBXLIJA/Slide20.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645624-DCY2HSV2HHR5O70FQB9E/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_101.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645473-FFGH1O0YP4ZKWHFANHXJ/Slide21.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645540-XHL6A6EOY1SZ3FPXJPQV/Slide22.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645609-DHIT3Y4D0NNC26JF5U6J/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_102.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645435-3N8GJ6N9YC2A2PSJNLZG/Slide22.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645569-ASD6GFVYNX52R4E7DT3E/Slide23.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645654-T77ARWDQ0544FU2FTTYI/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_103.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645559-A6VAZ05UP95DCOGY32LN/Slide24.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645406-Y3M2KT44UQ4KOKYCMIY2/Slide09.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We identified three core areas for agent success https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645409-KBJN3Z0L15N02U09XQVV/Slide10.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing - Make it stand out We then looked at the reservations segments within the journey to measure https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645412-3QA27CHDLN18VQGHNQ1J/Slide08.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We evaluated the call center agent lifecycle stages with a customer https://www.joshnard.com/hospitality/book-loyalty-ux monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645768-S2ZGZTCCXIYMKQZI512E/Marriott_IA_Reservations_ISO_100515b.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645958-P1ZOS3ND90HWW7QP1GLU/Slide3.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646039-64DPFXZJDAECPPYIB5WB/Slide8.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646180-77TC5TBQIKDGPJT77CSS/Wireframe-HomeScreen.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645785-0FJ3BH6M7NYZ8IWQR7Y3/Marriott_IA_PURE_CRIS_App_100515b-Simple.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645938-OL3LDVJ9NY3JDGWA8ORD/Slide4.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646135-26W1UQFT2WO4IFX0SW60/Slide9.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646194-WQQNL1O21TJ8FIVZ9FWF/Wireframe-RoomSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645756-YXYCBZGBD9F6LN8Z3AG8/Marriott_IA_PURE_CRIS_App_100515.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645899-WHZDB26WB8U0HMDAX3X1/Slide20.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646066-QOI0N9XINT315R6LOKOK/Slide11.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646188-GG0CO8XDEM9CGGLRJNTN/Wireframe-HotelSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645800-1ROEKK29XUZ2R1RBGR6C/Marriott_IA_PURE_CRIS_App_100515b-Mapping.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645917-66N387ILBMIQ8KWNUE69/Slide22.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646112-1XAHKQP0LO5M6HY1Y2Q0/Slide12.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645882-246BJYSQ7LH8I03E64TY/Slide23.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646027-1SLHNPLQDPBGQD239F46/Slide13.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645869-NXV1OLI3I6KJ7AWG6XXZ/Slide24.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646045-AL2Z1YGBYF5AT7B43EOD/Slide14.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646097-G35EH7I3H4HPE8J0GJQD/Slide15.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646119-KVW7WC35IPIUKQM94MVM/Slide16.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646076-TNWYVDU9AO41KF32M1AZ/Slide17.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646089-FHHDRB5IZ7JSVINFBPP6/Slide18.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646057-BYCLQQCZY8GHMWPW60UM/Slide19.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645984-S6H07WIESSIILPUTW2V4/Slide08.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX We evaluated the call center agent lifecycle stages with a customer https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645999-ICZ67PE5UYNLUHSNFZK1/Slide10.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX - Make it stand out We then looked at the reservations segments within the journey to measure https://www.joshnard.com/hospitality/journey-mapping monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644932-DRFZ8S4CVOHI93R9XRH1/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644936-I2PV4GYQ00TPGMX6F4FN/MarriottStoryboard3.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644943-8KYTBEIFURU4YKL1M8CF/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_044.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644948-P0EWW4VMY5H8H8DF0I14/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645037-S7SMAEYWQUPJ3HMIBXLO/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645155-TOXGV7NPAXZ68ELZN97N/MarriottStoryboard1.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Marriott Customer Journey Map https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645008-TO5D1GDQW05RWB6QHMU5/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_017.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645127-KNY2UYS9OCFED1XS4TZU/MarriottStoryboard2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Experience Storyboard - Booking https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645242-A8J547W14SWHT0X0WBYU/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_036.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645073-RKMYO1CZBJMEF4JW3OFR/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_018.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645165-651FPJMCLDJSNFTJMCPJ/MarriottStoryboard3.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Experience Storyboard - Travel https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645233-5UFK1ME1R4T8F00MHZUS/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_035.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645292-IHO5CQ0CIZ8FUU645G31/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_037.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645045-GRTI6UTBOXNTJAMQWDMP/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_019.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645135-65VQIORBRJ7RSMZQF15B/MarriottStoryboard4.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Experience Storyboard - Stay https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645202-35STH54WX4PJIJ88B3EA/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_038.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645079-S3HYQ8EBUHYSZIEAX1SG/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_021.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645256-CNNM5W8NQH9AJ2QMOIMA/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_039.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645017-0DK12B9FHJK74AMIIDLY/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_022.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645209-OU3CXM2RUA214VD8WW2D/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_040.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645028-EB7QNI80OJNJHKV5X8RQ/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_023.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645274-RVWNP8MPL1D249QFEFKQ/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_041.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645084-VX42OV3ST7X68U375O5T/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_025.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645280-UZWKVHZ3X3LSXPFMYZX3/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_042.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645059-9VGNSF5R9JECXANXSRBX/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_026.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645090-5E1A3FZ2QQBTQI3CST2A/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_027.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645052-G5QADO9T3NDOW9467M23/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_029.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645065-45QPSDYTBQNX2CTMHCQK/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_030.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645107-11AZADRIT0MJRS9CTY3Y/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_031.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645100-5JP5R6JYGBV1KF08QUFS/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_032.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644988-ONMGJHA2OWDBW4UOL7W5/callcenter.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Call Center for Booking and Loyalty https://www.joshnard.com/hospitality/journey-cdp monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/390be6b7-8693-446e-bba5-a0b6f243df99/Sunw_AccelWorkshop_Recap_201004_NoL_Page_01.jpg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ac4d9bc1-75d4-4114-9dc9-186983271576/SunwingCDP+StratAppr_112920+FinalCon12.jpeg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/88e6241f-a75b-41bd-a77d-651342bfb3a3/Slide25.jpeg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9ebcc4ab-61b3-4260-a441-35c1f8108286/SunwingCDP+StratAppr_112920+FinalCon1.jpeg Hospitality Products with Loyalty - Sunwing CDP Journey Vision Roadmap 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Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673746-HP2ZFNQVGV1LV5Z8SFHX/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.016.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673928-8OMT1PBOPXBCKXBHF8UX/United_AO_DM_CSR_Customer+Resolution+V4N_Page_23.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674412-JX1OOUYFCGYB9DHMH3SO/United_AO_DM_CSR_Customer+Resolution+V4N_Page_78.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/58b4a455-6c9a-493c-b4a7-5ab894b2c26e/United_AOC_Wireframes050316_Page_17.png Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673286-IEDQLN7W2J3TGQI30T11/Customer+Resolution+V1c_Page_18.png Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673691-WGI8WLY6HQCBP0GI2Z3D/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.017.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673985-6K8WXT5Z4V7UG28O32RA/United_AO_DM_CSR_Customer+Resolution+V4N_Page_25.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674430-8F2DVG977L5BL304VGP4/United_AO_DM_CSR_Customer+Resolution+V4N_Page_79.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/53662923-2cc1-42d6-a75f-a6d3361a10e5/United_AOC_Wireframes050316_Page_18.png Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673670-M9COHVHG2P4D08MF1T9I/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.018.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674029-2A8V5CN3T3AGVQX4NIBA/United_AO_DM_CSR_Customer+Resolution+V4N_Page_26.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674386-598TOHTHSX3HLCLJU87D/United_AO_DM_CSR_Customer+Resolution+V4N_Page_82.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673700-5RZ6L9UQT0JAUPSKRJ3K/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.019.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673636-O7D2TL81Y18D1XFXE9VY/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.020.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673970-AM9ABSPJZ72QS5RGV9FT/United_AO_DM_CSR_Customer+Resolution+V4N_Page_28.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673591-7DL27S57I08HY86EQGJ9/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.021.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674016-LO5E3CG74IV4XEV7NTDI/United_AO_DM_CSR_Customer+Resolution+V4N_Page_29.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673648-70XD8Z8W13OGETB8SYGJ/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.022.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673939-85KMI967LMY37HI51D3A/United_AO_DM_CSR_Customer+Resolution+V4N_Page_30.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673753-EGF5M3FDV3M2UR39GSZT/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.023.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674065-XUQU4SXZVWC0PL7NQXBD/United_AO_DM_CSR_Customer+Resolution+V4N_Page_41.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673724-55MWOTX99JWXXHGY66S8/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.024.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674109-YODEPTZGD6OB6JF9EJOQ/United_AO_DM_CSR_Customer+Resolution+V4N_Page_42.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673711-ZDOI1BTDWBPTXB9PZ9FH/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.025.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674055-6JODZQF0JNF925EW2WTY/United_AO_DM_CSR_Customer+Resolution+V4N_Page_43.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673735-FZSCYM6BXBGDU848KRG0/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.026.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674118-RHS3ABX3AEAMYE06IN01/United_AO_DM_CSR_Customer+Resolution+V4N_Page_44.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673774-984YYT7VKK0P7E4Q5BA2/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.027.jpeg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674092-V672V4DSIA316619XJ0V/United_AO_DM_CSR_Customer+Resolution+V4N_Page_45.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674139-NGYZI7DN6Y9G373UX0SM/United_AO_DM_CSR_Customer+Resolution+V4N_Page_46.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674146-9OVAMMC2D5EYAFTYW7PZ/United_AO_DM_CSR_Customer+Resolution+V4N_Page_47.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674126-UW0EDWYQ8JXTHV4WEUZD/United_AO_DM_CSR_Customer+Resolution+V4N_Page_48.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674168-2ADXRWOWITF3BAELJUBP/United_AO_DM_CSR_Customer+Resolution+V4N_Page_49.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674082-YD4BPD6Z00GPN2NHKHNO/United_AO_DM_CSR_Customer+Resolution+V4N_Page_50.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674195-U79HU1NVVZO06RUXTF5I/United_AO_DM_CSR_Customer+Resolution+V4N_Page_51.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674240-BPT9AA0QGB7MIHH7SUCJ/United_AO_DM_CSR_Customer+Resolution+V4N_Page_52.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674232-666S091SE311H9AZ2REL/United_AO_DM_CSR_Customer+Resolution+V4N_Page_53.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674189-U9QDFB5RY7NGY5HU125Q/United_AO_DM_CSR_Customer+Resolution+V4N_Page_54.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674220-NW658JG06TJABR2DXQD6/United_AO_DM_CSR_Customer+Resolution+V4N_Page_55.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674175-Q7FLTWTLBKLQNUF6FW0G/United_AO_DM_CSR_Customer+Resolution+V4N_Page_56.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674182-1Q5TDM7YRT2HCD9HKRYW/United_AO_DM_CSR_Customer+Resolution+V4N_Page_57.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674210-ZZ0IQSD8ON3L4POOIGON/United_AO_DM_CSR_Customer+Resolution+V4N_Page_58.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674253-X3IE03XFL0Y68B4291JX/United_AO_DM_CSR_Customer+Resolution+V4N_Page_60.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674279-ZJ4FT03I2H6L0CEIBT2U/United_AO_DM_CSR_Customer+Resolution+V4N_Page_62.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f0aa195c-b87d-4245-91fa-d8e6ee6d10b6/United_ItMC_EarlyAeroWires.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b5f86a0b-c182-4a9f-8d6e-30ed45f443f9/IMG_7447.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out One of our Categorization exercise. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3517c919-11df-43a8-941b-e46de8d9bfa9/IMG_7448.jpg Product Enterprise Travel - Product - Service Resolution Compensation outcome mapping https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4848ccde-8f4e-494f-a47d-0748c62bc793/IMG_7467.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Exploring potential decisioning, interactions https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a43f6a01-b3c9-49e1-88f3-d25638758fab/United_ItMC_DecisionTree.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6b175ecf-2dd3-4c16-89ac-018327cde579/United_ItMC_MindMap.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673461-A8X3681HVD5CN3I9PHT4/Core4-PlaneDecal.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Core4 Promise on an aircraft fuselage https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673465-E7XF3XT2RENCXMFTW2OF/Core4-Conference2018.jpg Product Enterprise Travel - Product - Service Resolution 2018 United Airlines Supervisor Conference https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673788-RGYL544YAFEZFO06BBMY/United+Airlines%27+Culture.jpeg Product Enterprise Travel - Product - Service Resolution - Forbes: How To Fix United Airlines' Culture Problem “United Airlines’ employees seem utterly incompetent. The recent dog death incident is only the latest in a string of situations in which United employees have screwed up. But the incidents don't reflect a competence deficit at the airline; they reveal a culture problem -- and United's leaders must take specific actions to fix it.” https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674461-QS9MSNZ2FOGHCAUU981Y/iPhone_1431-0344.jpg Product Enterprise Travel - Product - Service Resolution - CNBC: United Airlines is sending employees to compassion training The airline recently rolled out a new program called “core4.” Thousands of employees will go through an ambitious four-hour training session that aims to teach workers to be efficient (think on-time departures), ensure operations are safe and do it all with a smile. https://www.joshnard.com/travel/cx-gate-service-design monthly 0.5 2023-04-17 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671595-2VUIV24PQPHJU9LI3B4K/PodiumLite_AgentResearch_sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671599-KU785J0R1ZUQP7GVNP7K/file1.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671606-ZRKZ1NP7Y3EOR5BFSEDV/file1-2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671610-D6G7FIVBDMBKUEI9A4VP/IMG_6739%2Bsm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671613-W81HFCE819FQK3WKA21P/IMG_6959+sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671621-UB7YEZSLJ94REJETXQHF/Showcase1__Sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671627-JRAYSWUQA5G0HLQK3KET/AR_ORD_SquadPodsm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671636-Y7UPQVSPRSAM328QLEKW/Prototype_PostTest.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671657-WZVIOANTRCK00BISCQQO/unsplash-image-qK6HAkB91Yc.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671660-HK1XRVT94WIASJ0RKE8L/IMG_7100.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671665-A8NQ4QKBMT9II5ZMYSNI/1669._2WS4006sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671673-ZC09C5U2Y1BEQN7485TX/unsplash-image-1-Osp6CvhXc.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671677-7M5LJVJOKIKFZGKDBIC1/unsplash-image-4CCUgNoCAqM.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672193-379GCBWUJI8EK73PUDEJ/Project-UP-Oct26-ScienceFair-concept-review-finalvR_Page_25.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672205-U6IQ34ZDAZ3WX9QAAQ25/Project-UP-Oct26-ScienceFair-concept-review-finalvR_Page_29.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672209-L7SYR8DQBV3E8JQZBGRT/Project-UP-Oct26-ScienceFair-concept-review-finalvR_Page_33.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672692-F4D98KIKLE96ZH3IS7G2/United_CLE_innovation1.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672696-9TULKT248PMXH01NKW8K/United_CLE_innovation2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672699-2SFLCU4Z3YLFISP7KXAA/United_CLE_innovation3.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672705-7CXYX6EJBUJG6RNMV1YE/United_CLE_innovation4.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671779-DOMCLRGJGMXWHBDT8OLP/file2.jpeg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672058-RZH3AFHAJ6019DH2DGJT/file-9.jpeg Product Enterprise Travel - CX Gate Modernization 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672517-X6FQOXIZML8XUCC9ON2T/United_PodiumLite_CSRView_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new mobile podium experience allowed for flexibility in technology evolution and power requirements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672522-3KNXJCN71JYGNE6IOKYK/United_PodiumLite_PodiumIntro1_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new podium design was modular in that it allowed legacy printers to eventually be removed with the base, allowing the “tulip” design to move where customers where. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672710-2C4K774Q44GS7AB5JAL9/ORD+2020+gates+rendering.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c499183b-edda-4812-93c9-251e0b18c4b4/United-Airlines-New-Gate-Area-Chicago-OHare-ORD-1.jpg Product Enterprise Travel - CX Gate Modernization - 2022 ORD Gates Redesign United testing new gate layout at Chicago O'Hare https://www.joshnard.com/travel/cx-wheelchair-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672758-4RV7CSW4KT2Y1HUSJZTW/IMG_3857.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672863-FB7ZCIC62ZXB4VT2H1I3/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_01.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672769-ZUNDNP4MFMKPYQWDMLEQ/IMG_3862.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672895-18SXV5Q9CTPPZUNJ6GLA/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_02.png Product Enterprise Travel - CX Wheelchair Research 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Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672954-7PYYI1TLQE2SHB6VN3MK/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_09.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672880-6QI7O5LBJQVRZPXGQH68/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_10.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672918-XZEUVRA9295ZX1GXFVH4/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_11.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672938-6TTY74PHHJMBYI1F9R8H/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_12.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672820-2CQHMUJZ3GRZK9O82JL2/IMG_3854.jpg Product Enterprise Travel - CX Wheelchair Research Here a researcher discusses the feedback from the team. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672832-FXDWJUIOE10C53VHFUOR/WheelChair_UnitedAirlines.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Enterprise Travel - CX Wheelchair Research The system processing flow between United Airlines request handling and 3rd party wheelchair contractors within the airport stages. https://www.joshnard.com/travel/baggage-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671374-38EOILG2M8W7PSYU3MKK/IMG_0181sm.png Product Enterprise Travel - Airport Baggage Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671439-2LOIZAPI6ZV2O7NIJ6Y3/United_AO_DM_EWRWorkshop_v3a_20171113_Page_01.png 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