We all love to complain about air travel. And thanks to technology, there are increasingly more places than ever to scream into the void. But the surfeit of technology platforms can make it difficult for airlines to track and address complaints. One airline thinks it has a solution. Starting this year, JetBlue is overhauling its customer service operations to integrate more modern communication channels like email, SMS text messages, and even Twitter and Facebook. And its doing it by adopting a new software platform that consolidates all these channels into a single feed.
The airline is partnering with a startup called Gladly, which provides a spiffier, more...
