April 24 - 26, 2018 in New York City
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Wednesday, April 25 • 2:15pm - 2:50pm
How to Successfully Train Employees to Create an Experience That Aligns with Your Culture
American Airlines & Root Inc.

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After merging with US Airways to form the world’s largest airline, American Airlines has been working diligently to fuse the organizations—from behind-the-scenes changes to customer-facing changes. It tackled customer experience in a transformational change initiative called Elevate the Everyday Experience.

American Airlines partnered with Root Inc. to utilize and develop a variety of disruptive tools including ethnographic research, manager development training and a visual Learning Map experience that included discussion, games, role-playing, video and more in the name of challenging all airport team members to become “experience makers.”

Join your peers in learning how American Airlines engages a diverse and distributed workforce in order to create a powerful employee experience, including:

  • Using creative visuals effectively to connect with your employees through a common goal or strategy
  • Understanding how your employee experience aligns with your customer experience
  • Techniques to engage your employees in a culture shift

Jason Maxwell, Director of Compliance, Customer Service and Service Recovery Training
American Airlines

Gary Magenta, Senior Vice President
Root Inc.

avatar for Gary Magenta

Gary Magenta

Senior Vice President, Root Inc.
Gary Magenta is passionate about helping leaders and organizations transform their business, change how they engage their people and deliver exceptional results. He is a Chief Change Architect of Root Inc., a consulting company that helps organizations execute their strategy through... Read More →
avatar for Jason Maxwell

Jason Maxwell

Director of Compliance, Customer Service and Service Recovery Training, American Airlines
Jason has over 20 years of experience in learning and development, with 15 of those in the commercial airline industry. He started his career in secondary education before transitioning to corporate learning with America West Airlines' in 2002. After the merger with US Airways in... Read More →

Wednesday April 25, 2018 2:15pm - 2:50pm EDT
Astor Rm, Lower Level, New York Marriott East Side 52 Lexington at 49th St, New York, NY 10017

Attendees (2)