Ask Less, Listen More - Deep Listening to Drive Customer-Centric Decisions

Consumers are at the heart of decisions at Delta Air Lines.  Learn how Delta uses traditional and non-traditional ways to listen to its customers to transform the customer experience.

Speaker: Carol Campbell

Managing Director - Consumer Insight, Delta Air Lines

Carol Campbell is Managing Director – Consumer Insight for Delta Air Lines, responsible for guiding and shaping long-term strategies to deliver world-class experiences for Delta’s customers. Under Carol’s leadership, the Consumer Insight team plays a critical role in helping Delta to understand what’s most important to our customers in the present and anticipate expectations in the future, and to focus the organization on effective actions.


Bill is professionally happiest when he is in front of customers, learning from them, and innovating around their needs ― incrementally & exponentially.