By Jennifer Faull

Ryanair’s chief marketing officer Kenny Jacobs has revealed that the raft of changes to improve the airline’s customer experience over the past six months were made without seeking advice from an consultancy which would have “paralysed” it.

Speaking at The Drum’s Joy of CX event in London, he said: “Myself and the chief executive [Michael O’Leary] sat down and looked at what we wanted to do, wrote a page on each, and then just got on with it,” adding it has been the leanest and “most straightforward” approach to business change he has seen in his career, which Read full story ›

Source: The Drum