Christopher Frawley is a customer experience consultant with over 25 years of outstanding results for numerous firms in varied customer facing management disciplines. He currently assists companies to add customer value and improve business results as Senior Consultant with Beyond Philosophy, the global thought leading customer experience consultancy. Over the course of his career, Chris has developed a broad skill portfolio through a variety of diverse roles. He has experience in nearly every facet of sales and marketing – strategic planning, marketing, product management, ecommerce, experience design, program management, business development, operations, customer service, sales, and product support.
Chris played a dominant role for travel automation company Amadeus in defining and executing their North American product strategy.
At Continental Airlines, he founded their e-commerce team, leading their pioneering customer self-service initiatives from electronic ticketing to internet booking to airport kiosks, internet check-in, and speech recognition.
As a founding executive at Eos (a premium transatlantic airline start-up), Chris was instrumental in designing their customer experience, developing processes and policies that put customers at the center, and delivered the company’s online customer platform.
At low cost – low fare start-up airline Skybus, he had the central responsibility for envisioning and implementing the airport customer experience.
For Frontier Airlines, Chris drove the coordination and implementation of their revamped fare system and improvements to their online customer experience.
Chris’s particular strength lies in translating customer and business desires into the successful vision, design, communication, and execution of customer experience initiatives that deliver both customer and business value.