Customer insight and data are top priorities for Abigail Comber, as she tackles the head of customer role at British Airways. She cites her biggest challenge as “the pace of change in consumers’ lifestyles and meeting that expectation at 33,000 feet”. In her new role, she will be drawing on a lifetime’s marketing experience and her fellowship of The Marketing Academy, as well as offering assistance to others in her mentoring capacity. Her view from the top is to “only ever look down on someone if you are helping them up”.
Lightbulb moment: "Emotion and big ideas will only get you so far. In the event that you have to pitch to the chief financial officer, you need to be able to speak their language."