A World Satellite Business Week event
Sept. 10, 2018 / The Westin - Paris

Paulo S. Miranda

Chief Experience Officer

Gol Linhas Aereas Inteligentes

Federative Republic of Brazil

At GOL since 2013, Mr. Miranda is the Chief Experience Officer responsible for the customer viewpoint through the entire travel experience, with direct responsibilities over product design, customer experience and customer care, and customer surveys and data. Mr. Miranda has helped transform GOL´s business model with a differentiated strategy leading to the consolidation as the #1 airline in Brazil for both corporate and leisure customers. Key projects implemented include GOL+ Conforto (economy plus), connectivity wi-fi and IFE with live TV, GOL Premium class on international flights, GOL Premium lounges (domestic and international), new service/training standards for customer facing staff (airports, onboard, call centers), and others. He started his career in aviation in 1998 with Delta Air Lines, with experience in Revenue Accounting, Revenue Forecasting, Finance, and Alliances, participating in the negotiation and implementation of the Delta-AirFrance/KLM joint venture, and the GOL, Aeromexico, Virgin Atlantic equity investments. Mr. Miranda is a graduate of the Carlson School of Management at the University of Minnesota, and is fluent in English, Portuguese, and Spanish.