Delta is committed to thinking differently and curating a brand experience that is the result of listening to customers and developing new, innovative ways to personalize, enhance and show respect for their time. That’s why Charisse Evans has been named Vice President – Customer Experience Integration.“Taking Delta’s customer experience to the next level requires a collective vision and plan executed by a strong leader,” said Delta’s Chief Operating Officer, Gil West, in a memo to all Delta employees on Oct. 3. “While we’ve made great progress in this area thanks to the Delta team’s focus on Net Promoter Score (NPS) and financial investments in our product, there is still much work to be done.”
In this new role, Evans will be responsible for leading Delta’s focus on creating a consistently great experience for Delta customers, starting with frontline training to capitalize on each customer interaction as an opportunity to create a lasting memory.
“Delta is known for exceptional service and it’s no secret that our people consistently make flying Delta a better experience than travelling with our competitors,” said Evans. “We have the very best customer service professionals around and, in this new role, I will be working to provide an enhanced focus on their development, ensuring that our customers continue to be wowed.”
Evans will be partnering with the Customer Experience Steering Committee, including, Allison Ausband, Delta’s Senior Vice President – In-Flight Service; Gareth Joyce, Delta’s Senior Vice President – Airport Customer Service & President – Cargo; Stephanie Asbury, Delta’s Vice President – Global Talent; and Tori Forbes-Roberts, Delta’s Vice President – Reservation Sales and Customer Care, to ensure that Delta people have the tools and technology needed to better serve Delta customers.
In 2016, Delta pioneered the cross-divisional CX5: Other Side experience, an important opportunity for employees to come together with their peers to discuss creating moments that matter. This program, first tested in Seattle and then expanded to Orlando, will be led by Evans.
West explained, “Charisse’s passion for the Delta culture, Delta people and customer service are unmatched, and her multi-division experience and Delta service will serve her well in leading this effort.”
Since joining Delta in 1985 as a temporary, part-time Reservation Sales agent in Dallas, Evans has served in numerous leadership roles across Airport Customer Service, In-Flight Service and Reservations and Customer Care. Most recently, Charisse served as Vice President – Reservation Sales and Customer Care where she was responsible for 10 customer engagement centers in four countries, with approximately 5,200 employees who handle an average of 32 million calls and 3 million social media contacts per year and generate approximately $2.6 billion in annual sold revenue.