At home, work, in the airport or in the air…an airline customer can be touched in many ways: Personalized offerings, frequent travel rewards, and last but by no means least, a pleasant in-flight experience. These are what the customer expects and their delivery directly impacts customer allegiance! Are airline carriers delivering on these things? Where are the shortfalls? To what degree can technology help by positively impacting customer loyalty?
Michael Maoz, VP Distinguished Analyst, Gartner
Michael Maoz is a Research Vice President and Distinguished Analyst in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategi... More View all posts
Michael Maoz is a Research Vice President and Distinguished Analyst in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategies, social media strategies, and cloud-based CRM applications and analytics. Mr. Maoz is the research leader for the customer service and support strategies area. He researches social software, software as a service (SaaS), CRM contracts and budget strategies, multichannel contact center applications, social CRM/communities, and field service management. He is also the lead analyst for the Oracle CRM product portfolio. Mr. Maoz has 25 years of international experience, with 18 years in CRM applications, contact centers/customer engagement hubs, social CRM, field service, SaaS and European market dynamics. Less View all posts
Danny Saadon, Vice President, EL AL Israel Airlines, North & Central America
New York, NY - Danny Saadon is Vice President/General Manager of EL AL Israel Airlines for North and Central America, the largest and most important operation for the airline (outside of Israel) that generates the most tourism to the countr... More View all posts
New York, NY - Danny Saadon is Vice President/General Manager of EL AL Israel Airlines for North and Central America, the largest and most important operation for the airline (outside of Israel) that generates the most tourism to the country. In this position, Saadon oversees all operations for EL AL throughout the region and is based at EL AL's North American Headquarters in New York City. Saadon has been with EL AL for more than four decades in several managerial positions, including Airport Operations Manager in a variety of countries when history was made for the State of Israel and EL AL. The most significant events include the 1976 Israeli Raid on Entebbe while Saadon was based in Nairobi, Kenya and the rescue of Israelis and Iranians during the 1978 Iranian revolution while he was in Tehran, Iran. As the EL AL Ben Gurion Airport Manager in 1991, Saadon was also involved in Operation Solomon when EL AL assisted in the covert Israeli military operation that rescued 15,000 Ethiopians via airlift to Israel. Most recently, from 2006 through 2011, Saadon was Vice President and General Manager of the EL AL branch in Israel. This office brings in the largest volume of business for the airline with sales of $1 billion annually. Previously, Saadon held a steady string of upper management positions with EL AL including General Manager in the United Kingdom and Ireland, as well as Ground Operations Manager in the United States. Less View all posts