Experience is the promise. Are you delivering it?
A new joint study from Experience Investigators and Thematic analyzed thousands of real customer reviews across six major US airlines (American, Delta, United, JetBlue, Spirit, and Breeze) to test whether the brands that promise the best experience actually deliver it. The findings apply to every brand, in every industry.
The gap between brand promise and
customer reality, measured.
Before adding Thematic to a budget as a new line item, account for what it removes from that same budget.
The promise gap is measurable
Your app is now a frontline employee
Recovery beats perfection
Watch the researchers unpack what the data really showed.
Jeannie Walters and Dr. Alyona Medelyan went beyond the report, sharing the methodology, the patterns they didn't expect, and how to apply the CX alignment framework to your own organization. The full session is ready when you are.
- ✓~45 minutes including live Q&A diagnostic
- ✓Watch anytime, no scheduling required
Jeannie Walters
25 years helping CX leaders close the gap between brand promise and customer reality. Author of Experience is Everything. One of the most sought-after voices on customer experience leadership.
Dr. Alyona Medelyan
PhD in AI. 20+ years building algorithms that make sense of unstructured text at scale. Thematic helps hundreds of organizations turn customer feedback into actionable intelligence.
Customer experience isn’t a slogan or initiative. It’s the cumulative outcome of thousands of decisions made across the organization.