Intuitive Customer Experience
This world-leading airline has the most comprehensive global route network, most modern and fuel-efficient fleet, and the industry’s leading frequent flyer program.
Customer experience has long been a strategic focus at this company. Over the last 7 years, this company has introduced innovative speech self-service including inbound and outbound flight check-in, fare shopping, and passenger number look-up. The applications achieve completion rates that are 85% and higher. The applications deliver customer self-service excellence which is consistently recognized by J.D. Powers and others.
Building on the vision of an intuitive customer experience, this company is poised to launch a new generation of applications that predict what a passenger wants, guide a passenger through her travel experience, and offer interaction in the channels of choice. Along with its self-service kiosk, mobile apps, and other multi-channel strategies, this company will continue to deliver on its vision of intuitive customer experience.