American Airlines has named three industry experts to its newly formed Customer Experience Advisory Board as the carrier seeks to improve passenger services.
The board is an evolution of the airline’s Operational Excellence Advisory Board, adding hospitality veterans who bring more than 90 years of combined experience in customer insights to the company.
Craig Reid was most recently President and CEO of the Auberge Resorts Collection, where he grew the luxury hotel portfolio from six properties to 28.
Reid also spent three decades in various leadership roles at Four Seasons Hotels.
Carol Campbell has spent her career delivering business opportunities through the creation of customer experiences, including a more than 20-year tenure with The Walt Disney Company.
Campbell is currently Senior Vice President and Chief Experience Officer at Ascension, where she led the organisation to achieve NPS scores rarely seen in the healthcare industry.
Lauren Chewning is currently Senior Vice President of Marriott’s Data & Intelligence organisation, where she is focused on utilising data and intelligence to drive revenue and customer satisfaction for Marriott’s more than 30 hotel brands and other travel products.
As new members of the Customer Experience Advisory Board, Reid, Campbell and Chewning will join Bill Fitzgerald and Chris Sultemeier, who formed the initial Operational Excellence Advisory Board in 2023 to advise American leaders, including Chief Operating Officer David Seymour, Chief Strategy Officer Steve Johnson and Chief Customer Officer Heather Garboden.
Bill Fitzgerald is the retired Vice President and General Manager of Commercial Engines Operation at GE.
In this role, he was responsible for all commercial jet engine products and global support, including the GEnx product line, the fastest-selling jet engine in GE’s history.
Chris Sultemeier is an Operating Partner at NewRoad Capital Partners.
Chris has more than 30 years of experience in leadership and supply chain operations and served as President & CEO of Walmart Transportation and EVP of Logistics at Walmart, where he was responsible for over-the-road trucking, global shipping and warehousing.
In his time at Walmart, Chris developed an extensive network of industry executives across transportation, third-party warehouse distribution and fulfilment and retail companies.
American Airlines launched its Customer Experience organisation under the leadership of Heather Garboden as Chief Customer Officer in February.
