• The Drum, Friday, October 17, 2014 6:52 AM

Ryanair's chief marketing officer Kenny Jacobs has revealed that customer experience improvements were made over the past six months without seeking advice from an consultancy, which would have "paralysed" it. Speaking at The Drum's Joy of CX event in London, he said: "Myself and the chief executive [Michael O'Leary] sat down and looked at what we wanted to do, wrote a page on each, and then just got on with it," adding  that it has been the leanest and "most straightforward" approach to business change he has seen in his career.

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