Bringing the Customer Experience to Life using Video Feedback

For Delta, video feedback has become a powerful tool to bring the voice of the customer directly to key stakeholders and decision-makers. Hearing directly from our passengers in their own words creates compassion and empathy, highlights what we’re doing really well, and can light a fire to fix the things that need improving. This session will cover how and when to use video feedback, how to create engaging video questions, and tips and tricks for turning customer videos into powerful emotional storytelling.

Speaker: Kate Rouse DuHadway

Market Research Product Leader - Delta Air Lines

In her everyday work, Kate strives to make the experience of flying better for people of all backgrounds and abilities. As part of the Consumer Insights team at Delta Air Lines, she designs and advises on how to best listen to passengers and make sure their voices are heard across the airline. Before joining Delta, Kate worked for The Harris Poll and YouGov, handling research projects for a variety of clients and industries. Prior to earning her master’s degree in marketing research from Michigan State University, Kate worked as a journalist and social media editor for the Lansing State Journal in Lansing, Michigan.