Unite 25, Oct 7-8 | Nashville

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Unite 24 | Bridging the EX/CX gap with American Airlines and David Lloyd

On-Demand
1 hour

This session explores how leading organizations are aligning employee experiences (EX) with customer experiences (CX) to drive engagement and business success. Panelists from American Airlines and David Lloyd Clubs share their strategies for creating consumer-grade employee experiences, leveraging informal and authentic communication, and fostering a culture of collaboration and inclusivity. Learn how these companies balance digital and in-person interactions to deliver consistent and impactful experiences for employees and customers alike.

 

What You'll Learn:

  • Strategies for aligning employee and customer experiences.
  • The role of communication styles and platforms in fostering engagement.
  • Insights on leveraging consumer-grade tools for employee interaction.
  • How leadership styles and culture impact employee satisfaction and CX delivery.

Meet the speakers:

Adib Abrahim, Managing Director, Digital Strategy and Communications at American Airlines

Adib brings a unique perspective to the relationship between a company’s brand and its customers and team members. Leveraging engaging experiences, he shapes perceptions and elevates the work experience of American’s 130,000+ global team members. As a digital communications strategy leader, Adib ensures that the brand’s narrative resonates across various channels, significantly impacting how stories are told and received.

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Juliett Cattermole, Group People Director at David Lloyd

With over 25 years of experience in HR, Juliett has worked with renowned companies such as Mitchells and Butlers, Papa John’s International, and most recently, as the Group People Director for David Lloyd Clubs. In her current role, she leads the UK and European People function, focusing on strategies to attract, engage, and retain top talent.

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