With a never-ending drive to provide an enhanced customer experience, Fox World Travel announces the promotion of Mia Beltran to director of customer experience. Beltran transitions into this role with a wealth of experience focusing on the needs of the customer.

In her nearly four years working as Fox’s brand manager, Beltran worked to develop a culture of customer-centricity. She led Fox through the 2016 rebranding effort and the implementation of net promoter score (NPS), which offers insight into the journey of travelers and identifies where Fox can actualize improvements. “With NPS, Fox utilizes the voice of the traveler to focus our improvements and elevate the customer experience. Items on our technology and operational road map came directly from a combination of traveler voice and journey mapping initiatives,” said Beth Marino, chief experience officer.

Focusing solely on customer experience, Beltran is responsible for managing, delivering and elevating Fox’s customer experience strategy, as well as sharing voice of customer research insights to create an enduring brand representation that drives customer advocacy.  She will work with leaders and partners to map customer journeys that provide insight into improving the Fox experience.

“As an organization, Fox has been so receptive to formalizing their focus on the needs of the customer,” says Beltran. “I’ve been able to build on the foundation already created to drive strategic, technology and operational change designed to create customer loyalty.”

In her new role as director of customer experience, Beltran will report to Beth Marino, chief experience officer.

Fox World Travel is pleased to announce the addition of Sam Hilgendorf as Chief Information Officer (CIO). In this role, Hilgendorf will oversee the Fox World Travel Information Technology (IT), Application & Product Development, Travel Technology, and Data Analytics teams.

With over 20 years of experience in the IT and professional services industry, Hilgendorf has a broad understanding of today’s technology landscape. He also possesses an intense focus on creating a positive customer experience, which is perfectly inline with Fox World Travel’s customer-centric approach.

“Sam’s constant quest for innovation is sure to enhance our already unrivaled technology teams’ innovative solutions for our customers and associates alike”, states Chip Juedes, Fox World Travel’s Chief Executive Officer. “We are all looking forward to Sam driving our technology roadmap with his unwavering focus on the customer experience, both internal and external, through emerging technology solutions.”

Most recently, Hilgendorf served as Vice President of Advanced Services for OneNeck IT Solutions. His team was accountable for the design and implementation of customer on-premise IT solutions along with cloud migration services. Under his guidance, the team went through a significant transformation, substantially improving their profit margin in under two years. Previously, he was Senior Manager of Professional Services at CDW with accountability for the services portfolio for the Great Plains region and for the Services Product Development Team.

“Fox World Travel’s drive to ensure their customers always have a great travel experience, combined with an inherent passion for technology innovation is something any technology leader would want to be a part of.” says Hilgendorf, “I couldn’t be prouder for the opportunity to serve the Fox family and their customers. I’m looking forward to contributing my capabilities and breadth of knowledge to Fox’s mission of becoming the world’s best travel partner.”