To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience

In this episode of the FTE Podcast, host Max Gosney speaks with Juha Jaervinen, Chief Customer Officer (CMXO) & Executive Vice President at Virgin Atlantic, about the airline’s mission to create the “most loved customer experience” through the combination of technology, human interaction and the iconic Virgin flair.The conversation explores how Virgin Atlantic is using AI Concierge, ChatGPT integration, Starlink connectivity, loyalty innovation and customer insight to deliver more seamless, personalised and emotionally engaging journeys.Juha also shares insights into:Why technology should enable human interaction rather than replace itHow Virgin Atlantic uses NPS and customer feedback to drive improvementThe importance of service recovery and “surprise & delight” momentsWhat aviation can learn from hospitality and luxury service industriesHow future generations of travellers will expect airlines to truly know themThe role of ancillary revenue and personalised experiences in the future passenger journeyThe episode also explores how Virgin Atlantic empowers its teams to deliver authentic service recovery, emotional connection and memorable onboard experiences that differentiate the brand in an increasingly digital aviation landscape.A must-listen for airline, airport and customer experience leaders focused on premium travel, loyalty, digital transformation and aviation innovation.Listen now and discover how Virgin Atlantic aims to remain one of the world’s most loved travel brands.