Brands need to integrate mobile throughout the customer journey, says Peter Duffy. EasyJet’s own media will become even more important this year, with its mobile app offering check-in and boarding passes. He has overhauled easyJet’s database, sending personally-addressed emails. He also helped to oversee the push to close the gap between easyJet and the European flag carriers with emotionally-driven marketing and customer service.
Lightbulb moment: "It was in 1998 – I was a bit late to twig – but I realised that the internet was going to change everything."