The journey has been more than three years in the making, and at Loyalty360’s Engagement & Experience Expo held this week, Stacey Symonds, senior director of customer insights for Orbitz Worldwide, explained the process in a session titled, “Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide.” “When we set out collecting foundational customer insights in 2010-2011, we figured the good news was that we had nowhere to go but up,” Symonds said. “Mobile was growing and becoming more dynamic. That’s a big change from today. Now, about 33% of our business comes through a mobile device. Technology is changing every day and we want to stay ahead of the curve.” The journey began for Orbitz Worldwide with collecting and understanding data to gain customer insights. In 2011, Orbitz Worldwide launched the post booking satisfaction survey and a year later launched its Global Insights platform that highlights similarities and differences between countries. A year after that, the company launched the onsite intercept survey that has provided insight on what customers want to accomplish at Get the full story at Loyalty360