Customers -- Travel

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.

Read the CIO article about Avis Budget Group. See how they anticipate what the customer will do next.

Read the Case Study on Avis Budget Group.