NOTE: Sound quality is below usual in this episode thanks to the conferencing system we were using having a 'muddy' effect on the sound - apologies... lesson is to call direct, not through conference lines :-(
Alan Graham is the Chief Commercial Officer at Mindpearl, based in Cape Town, South Africa. Mindpearl was born in 1999 when a consortium of 11 European airlines decided they needed a better way to manage CX. They maintain a strong focus on travel, but have now expanded to support other industries such as retail and telecoms.
Alan talked to me about the issues faced by the travel industry and how to manage the 24/7 demands of customers.