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News : Justin Thompson Joins MaritzCX as VP of Product Strategy
Salt Lake City -- MaritzCX announces that Justin Thompson, formerly director of customer insights at JetBlue Airways, has been appointed vice president of product strategy. Previously, Thompson led JetBlue’s Voice of Customer (VoC) program.
Thompson’s responsibilities at MaritzCX include defining and building innovative products that achieve tangible business outcomes for customer experience (CX) and business professionals. He reports to Adam Edmunds, founder and chief strategy officer at MaritzCX.
"We are excited to add Justin’s talent and experience to our team," said Edmunds. "A recent survey by Gartner found that 89 percent of companies plan to compete primarily on the basis of customer experience by 2016. Justin will guide the creation of advanced CX products that will help to directly impact the most relevant boardroom measurements: customer retention, revenue growth, profitability, and employee loyalty."
In his 10 years with JetBlue, Thompson served in a variety of roles in marketing and customer experience. Thompson was project lead for the redesign of JetBlue’s highly successful loyalty program, TrueBlue, transitioning the traditional frequent flyer "mileage-based" proposition to a variable revenue-based model that provided high value to both customers and the airline. It has since been duplicated by other leading airlines. Thompson was also responsible for the design and creation of the internal crew member application and provided financial modeling critical to the negotiation of several hundred million dollar agreements for the program.
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Published: Monday, June 1, 2015