The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. Gogo is, as of this past week, being sued by one …

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