Interview: Elizabeth Peaslee, VP, Customer Experience, Travelocity -- "One reason people "get it" is that everyone here uses the Travelocity site. Everyone can remember a time before we fixed project X: there was something that bugged me, and I'm so glad we fixed that. Because people can personally identify with the frustration of a customer, it's much easier to internalize the value of people focused on customer experience." (Comments: Eat your own dog food.)