Cary to oversee United’s customer experience

21st Oct 2008

United Airlines has named Dennis Cary senior vice president and chief marketing and
customer officer, and Graham Atkinson president of Mileage Plus, the
company’s loyalty program.With this move, United is integrating the customer experience and
marketing organizations under Cary, who will now be responsible for brand
strategy, customer communications, merchandising,, and the
overall design of the customer experience.

  Cary previously was senior vice president of marketing. In this new
role he will continue to report to John Tague, executive vice president and
chief operating officer, who said the move will provide a greater focus on
the end- to-end customer experience.

  “By combining marketing and customer experience, we are creating an
organization that can more holistically deliver products and services that
our customers value,” Tague said. “With our new international first and
business class seat roll out well under way, now is a good time to make
this move, which will enable Dennis and his team to build on the customer
experience work. Graham’s experience and knowledge of our most frequent
customers will be particularly relevant as we continue to make Mileage Plus
a best-in-class loyalty program.”

  As president of Mileage Plus, Atkinson will focus on developing Mileage
Plus into a standalone business, leveraging the potential of United’s
relationship with key partners and ensuring that United is well positioned
to address the changing landscape of loyalty programs and meet the needs of
the company’s most loyal customers.

  In his new role, Atkinson, who was previously chief customer officer,
also will report to Tague. Robert Sahadevan, vice president of Mileage
Plus, will report to Atkinson.



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