Proactive Experiences and the Future of UX (Tony Costa)

My sympathies go out to the thousands of passengers who had their flights cancelled because of this past winter’s polar vortex. For most of them, the disruptions subjected them to waiting in a seemingly endless line at the airport ticket counter or listening to smooth jazz while they waited to talk to someone on an airline’s 1-800 number. Their experience didn’t have to be this way, and for many passengers on Delta Air Lines, it wasn’t. (uxmag.com)