Events, Videos

Customer Engagement – From Conception to Industry Leadership

October 9, 2018

In October, 2017, Bob Crandall, former CEO of American Airlines, joined Doug Parker, current CEO of American Airlines, and Hal Brierley at SMU to discuss the creation of the American Airlines AAdvantage program. Hear the stories from Bob and Hal about the launch of the program, where the idea came from, and how the original design evolved. And, hear AA’s CEO Doug Parker discuss the importance of the program for the world’s largest airline.

The Origins of Brierley Institute for Customer Engagement (Highlights):


The Origins of American AAdvantage (Highlights):


American AAdvantage Today (Highlights):


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