JetBlue adopts new software to personalize customer service

Written By Ana Martinez

The Client

JetBlue is a leading American airline.

The Objective

JetBlue is focused on improving their customer experience to differentiate themselves from their competitors.

The Solution

Leveraging our extensive connections and expertise, our team mapped the relevant technology landscape and identified Gladly, a startup offering a people-centered customer service platform.

The Outcome

Jetblue adopted Gladly’s software into its customer service centers, providing call center employees with a timeline and relevant data for each customer’s interactions with Jetblue. Previously, JetBlue had five different siloed systems that stored customer data. Now with just one location, they have reduced average call times by 40% and thereby reduced labor costs over the last two years.

Jetblue Technology Ventures strategically invested $2.5 million in Gladly following their successful pilot.

Ana Martinez

Ana has extensive experience in corporate innovation. She has helped over 25 Global 1000 corporations from a wide range of industries develop new business strategies using the latest technologies in the market and has also led 70+ partnerships between corporations and startups. Ana has worked with corporate clients such as Nestle, PepsiCo, Volkswagen, Procter & Gamble, JetBlue, Mizuho, BP, Repsol, Nissan, Avis Budget Group, Magna, Renault, Ferguson, Allstate, GrainCorp, Givaudan, BSM, Griffith Foods, AGC, IAG, among others.

As a member of Rabobank’s first Innovation Team, Ana successfully launched Foodbytes, a pitch competition and networking platform that connects the top food and agriculture startups, corporates and investors. With 15 global pitch competitions, 260+ startup pitches and 4700+ attendees, Foodbytes has become the top startup pitch competitions in the food and agriculture industries. She also launched TERRA, a food and agriculture accelerator that brings together the industry’s most disruptive startups and leading corporations to fuel industry innovation and strategic partnerships.

Ana graduated from the University of California Berkeley with a major in Economics. She was born in Guadalajara, Mexico and loves to play golf!

Previous

Avis Budget Group lowers costs through digital transformation
Next

BP launches EV charging stations in China