"We implemented a new customer service system (CSS) geared at driving increased revenue and operational productivity while at the same time improving customer experience and loyalty. JetBlue was the first major airline to transition to a brand-new CSS without any significant operational issue or disruption."
How are you building an IT department for the next 10 years?
"We are partnering with other companies so that we can concentrate on the core competencies for our business. This way, we get the best technology from other companies and don't have to be the expert in all things -- we can concentrate on our business."