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The Future of Airline Customer Experience: Call Centers, AI and New Regulations with Mario Matulich

Discover how the airline industry is transforming and how airlines are beginning to reverse a long decline in customer experience. In this wide ranging interview, customer experience expert Mario Matulich reveals the impact of new government regulations, AI advancements, and evolving call center strategies on your future travel experiences. Learn about: New airline refund policies and what they mean for you How AI is revolutionizing customer service interactions The changing role of human agents in call centers Surprising ways airlines may compete for your loyalty Whether you're a frequent flyer or more focused on customer experience and call centers, this discussion offers valuable insights into the future of air travel and customer service across industries. Connect with Mario: LinkedIn:   / mario-matulich-829b678   Website: https://www.customermanagementpractic... Connect with Roger: LinkedIn:   / dooley   Twitter:   / rogerdooley   Threads: https://www.threads.net/@rogerdooley Facebook:   / roger.dooley   Instagram:   / rogerdooley   Roger’s Stuff: Website: https://www.rogerdooley.com Neuromarketing: https://www.neurosciencemarketing.com... Forbes: https://www.forbes.com/sites/rogerdoo... Speaking, Keynotes, Training: https://www.rogerdooley.com/speaking/ [0:00] Introduction [1:10] Overview of new airline regulations [3:03] Impacts of new regulations on CX [5:56] How airlines will compete [8:57] Digital infrastructure and airline competitiveness [12:03] Airline contact center experiences [14:08] Challenges with self-service [16:23] Chatbots and AI in customer service [18:14] Human interaction vs. self-service [21:38] Industries leading in AI-assisted customer service [24:22] CX expectations across industries [26:18] The future of contact centers [28:47] The BPO (Business Process Outsourcing) market [29:44] How to connect with Mario Matulich