United Airlines has amended CEO Oscar Munoz's compensation plan to include customer experience KPIs (key performance indicators), according to CNBC. Munoz also was in line to become chairman of the airline, but his updated employment agreement states that "future determinations related to the Chairman position" are now left "to the discretion of the Board," according to an SEC filing.The updated compensation plan and chairmanship wording come roughly two weeks after a United Airlines passenger was dragged off a flight. A video of the incident triggered an international uproar. Munoz complicated the situation with initial comments that appeared insensitive to the situation.The big question: Can United and other companies successfully align executive compensation with customer experience KPIs. Moreover, what types of KPIs will United track?
Security Staff Acquisition & Development, Sales and marketing
United Airlines: CEO Oscar Munoz’s Compensation Now Tied to Customer Experience

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