Airbnb
Paula Friedrich, MBA, CCXP, is an accomplished professional with extensive experience in customer experience and communications across leading technology companies. Currently serving as Head of CX Insights, Policy & Trust at Airbnb since February 2022, Paula manages a team dedicated to providing insights that inform policy creation and operational efficiency. Previously, Paula held the role of Global Director, Connected Customer Care at Twitter, where a focus was placed on enhancing customer support through proactive automation. Paula’s tenure at Adobe included leadership roles in customer experience programs and strategy for the Creative Cloud offering, while earlier experience at Microsoft involved strategic communications and customer experience initiatives. Paula holds an Executive MBA from Quantic School of Business and Technology and a BA in Creative Writing from Oberlin College.
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Airbnb
2096 followers
Founded in 2008, Airbnb started out as a simple idea. The two founders, Brian Chesky and Joe Gebbia were desperately trying to make rent in San Francisco. To raise money, they strategically rented out their air mattresses to attendees of a major conference in the area. This is where the name "Air Bed and Breakfast" is derived from, and would soon become the well-known industry disruptor "Airbnb". Airbnb is a global travel community that offers magical end-to-end trips, including where you stay, what you do and the people you meet. The platform has grown to 4 million hosts who have opened their homes to 1 billion guests around the world with their most popular destinations being in Kissimeee FL, NYC, LA, Davenport, FL, San Diego, Atlanta, Austin Texas, and many more. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Through their technology, they facilitate the connection and renting process between the hosts and travelers, however, do not actually own any of the rented out spaces themselves. Although they are known mostly for their lodging services and unique housing options, they also provide online experiences or in-person meet ups and community relief services. These two offerings became especially prevalent during the COVID-19 pandemic as well as other natural disasters that occurred around the world where housing options quickly became scarce. Today, Airbnb's headquarters are in San Francisco where the simple idea started. They have additional offices in LA, NYC, Berlin, and Paris with plans to expand in Atlanta. They will continue to widen their global footprint to accommodate guests around the world.