British Airways

British Airways brings in new director of customer experience

Carolina Martinoli has been named British Airways’ director of brand and customer experience, replacing Troy Warfield who left earlier this month.

BA’s director of customer experience Troy Warfield departs

The airline says it plans to appoint a successor for Warfield, who was only in the role for 18 months, “in due course”.

British Airways brand reputation nosedives in wake of IT meltdown

The IT outage that impacted thousands of flights is hitting consumer perceptions of the airline brand.

Brexit: The brand losers

With the value of the British pound continuing to slide post-Brexit, there are fears for the stability of major brands from sectors including banking and retail.

Why John Lewis and British Airways are putting marketers in charge of customer experience

Brands are increasingly including customer experience in CMO’s remit as the 24/7 nature of consumer interactions means marketers must be responsible for every touch point, from stores to apps, not just the marketing campaign or social media strategy.

British Airways taps up Avis’ Troy Warfield for director of customer experience role

BA has appointed Avis marketer Troy Warfield as its new director of customer experience as it continues to reshape its marketing team.

British Airways ‘superbrand’ dominates among businesses and consumers alike

British Airways has knocked Visa from the number one position in the annual top 20 Business Superbrands rankings as it also extends its consumer brand dominance.

Comic Relief targeting new demographics with the return of Red Nose Day

Comic Relief’s Red Nose Day is returning after two years with the clearly stated aim of raising money for the charity’s projects. In order to do this, it will not shy away from employing marketing’s newest tricks of the trade and tapping many well-known brands for partnerships in an effort to reach as many people as possible.

Customer experience is a 5-year challenge

Marketers see customer experience as a primary focus according to a digital trends report. Although it’s been a talking point for some time, marketers predict the integration of mobile, data and content for heightened experience will be an aim for the next 5 years.

BA’s restructure puts marketing at the forefront of its business strategy

British Airways’ recent marketing restructure will put marketing at the centre of its strategy as it attempts to keep up with the emerging trend, which sees marketers partner with commercial teams as well as focus on the consumer.

BA announces new head of marketing after restructure

British Airways has announced that Sara Dunham will take up the newly created role of marketing, retail and direct, as a part of a team restructure.

BA’s top marketer to depart

British Airways’ top marketer and architect of the 2012 Olympics and ‘To Fly to Serve’ led brand renaissance, Frank van der Post, is to leave the company next year to become chief commercial officer of Dutch technology firm KPN.