Frank is currently the senior manager of customer insights at Southwest Airlines, where he champions the customer for marketing, operations, and strategy interactions. His team delivers insights regarding customer experience, advertising, brand health, products, strategy, and loyalty to connect customers with what is important in their lives. They achieve this by utilizing the full spectrum of marketing research tools from insight communities to triads, employing traditional and state of the art methods. Frank has designed and engaged insight communities at Southwest, Harley-Davidson, and Nissan Motor Company on a mission to deliver more insights, more quickly, and more efficiently. He has over 20 years of experience from the research supplier, consulting, and client perspectives and a Master of Marketing Research degree from the University of Georgia.