In this expanded episode, Dr. Michelli interviews Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. Their conversation delves into Bill's customer-centric journey and how his foundational roles within the company shaped his approach to customer experience excellence. Starting from his early days in customer relations to his progression through revenue management and marketing, Bill illustrates how each role enriched his understanding of the business and honed his commitment to service. The dialogue explores the nuanced balance of maintaining a customer-centric ethos amidst operational challenges, underscoring the importance of employee empowerment and innovative service strategies. Bill's insights provide a comprehensive view of how aligning company culture with customer expectations is crucial for sustaining brand loyalty and trust. This episode is sponsored by iQor, a leading provider of customer engagement and technology -aided business process outsourcing (BPO) solutions.  To learn more about iQor click here.  Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!