Justin Thompson Joins MaritzCX as VP of Product Strategy
SALT LAKE CITY, May 28, 2015 – MaritzCX announced today that Justin Thompson, formerly director of customer insights at JetBlue Airways, has been appointed vice president of product strategy. Previously, Thompson led JetBlue’s award-winning Voice of Customer (VoC) program.
Thompson’s responsibilities at MaritzCX include defining and building innovative, next-generation products that achieve tangible business outcomes for customer experience (CX) and business professionals. He reports to Adam Edmunds, founder and chief strategy officer at MaritzCX.
“We are excited to add Justin’s talent and experience to our team,” said Edmunds. “A recent survey by Gartner found that 89 percent of companies plan to compete primarily on the basis of customer experience by 2016. Justin will guide the creation of advanced CX products that will help to directly impact the most relevant boardroom measurements: customer retention, revenue growth, profitability, and employee loyalty.”
With Thompson’s leadership, JetBlue’s VoC team played a critical role in the company’s industry-leading customer experience program that gives customers a voice in new product design, service training, customer recovery and more.
“The demand for world-class customer experience technology is growing rapidly,” said Thompson. “MaritzCX has the vision, the skill, and the global reach to make big moves and to fundamentally change the industry, and I’m thrilled to be joining the team. The opportunity to innovate and deliver amazing CX solutions to our clients is why I’m here.”
In his 10 years with JetBlue, Thompson served in a variety of roles in marketing and customer experience. Thompson was project lead for the redesign of JetBlue’s highly-successful loyalty program, TrueBlue, transitioning the traditional frequent flyer “mileage-based” proposition to a variable revenue-based model that provided high value to both customers and the airline. It has since been duplicated by other leading airlines. Thompson was also responsible for the design and creation of the internal crew member application and provided financial modeling critical to the negotiation of several hundred million dollar agreements for the program.