View all The Marriage of Process with Technology. Closing the loop can be enabled in a scalable and flexible way with technology. A truly sophisticated customer experience program will send alerts ...

Being direct-to-consumer (D2C) has its advantages when it comes to the customer feedback loop: You know who each and every customer is, and you can reach them directly.

Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft.