Beyond Borders: Crafting Customer Experiences Across Cultures

Mar 13, 2024

11:30am – 12:30pm CT

Successful global brands build strong partnerships by developing trust, sustaining transparency, and continual collaboration. Delta Air Lines and LATAM are more than two companies who’ve joined forces; these powerhouses in North and South America have created a joint venture partnership that has increased capacity for customers by 75% in little over a year, with access to more than 300 destinations. But how do you bring together two formidable cultures to create a seamless experience for customers from differing regions? In this session, Allison Ausband, Delta’s Chief Customer Experience Officer, and Paulo Miranda, LATAM’s Chief Customer Officer, will discuss how to identify the right partners, the challenges and successes of working across cultures, and insight into building a partnership from scratch that makes a big impact.

Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.

photo of Allison Ausband
Allison Ausband

Delta Air Lines

photo of Paulo Miranda
Paulo Miranda

LATAM Airlines Group

photo of Steven Wolfe Pereira
Steven Wolfe Pereira


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