Rox Burkey

Imagine this scenario: A Brazilian new-age clothing designer is looking to open a New York office to complement their São Paulo, Brazil, headquarters. The company has a lean IT staff and little experience supporting multinational locations. Further, the CTO is looking for security, switching, and wireless infrastructure that can be managed via a centralized, cloud-delivered dashboard. Finally, given the vicious and competitive nature of high-end clothing design, the CTO would like a solution that can help maintain the physical security of their environment.

As a customer experience professional, I find myself more attuned to experiences I receive as a consumer. One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. Traveling today can be filled with a number of pitfalls: everything from weather, overbooking issues, and poor communications to outdated tools left in the hands of inexperienced gate agents. My experience unfortunately brought all of these elements together for the perfect storm in passenger delay.