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August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Bonny Simi
Director of Customer Experience & Analysis, JetBlue Airways

Bonny Simi is the Director of Customer Experience and Analysis at JetBlue Airways. Ms. Simi oversees the “Voice of the Customer” program, providing strategic direction to both the Operations and Commercial teams at JetBlue – based upon feedback distilled through all customer feedback channels, including surveys, web feedback and social media. In addition, she leads the JetBlue Customer Support strategic planning for the airline’s 2000 agent contact center in Salt Lake City.  She joined JetBlue in 2003 and has served in operational and strategic roles within Flight Operations, System Operations, Airports and Customer Support. Uniquely, she is also a pilot, and she maintains her qualifications as a Captain for the airline.

Prior to JetBlue, Ms. Simi was a Captain at United Airlines, flying 727, 737 and 777 jets domestically and internationally.  Since 1980, she has also been involved extensively in the U.S Olympic movement. Better known by her maiden name of Bonny Warner, she is a 3 time Olympian and 10 time national champion in the sports of luge and bobsled, and was a color commentator for 3 Olympics – including the 2002 Salt Lake games. Ms. Simi is a graduate of the Stanford Business School, and now lives in Park City, Utah. 



Conference Sessions By Bonny Simi
CRM Evolution 2011
Tuesday, August 9, 2011
4:15 p.m - 5:15 p.m C205: Improve Customer Service Experiences


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