HGS
OCTOBER 30, 2014
Think about the last time you booked an airline ticket or placed an order for a product. More importantly, these knowledge bases need to be integrated with multiple channels such as click-to-chat, CRM and email and the ability to update content must occur automatically in real-time. Chances are you completed those transactions online.
Nicereply
OCTOBER 24, 2023
Fast forward to the digital age, where technology and data analytics have rekindled the focus on individual customer experience. Southwest Airlines has set itself apart in the competitive airline industry through its commitment to customer experience. The personal touch started dwindling.
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Natalie Petouhof
SEPTEMBER 1, 2016
An international airline that services over 280 destinations worldwide uses a social media tool for monitoring all its social channels, engaging back with its online communities, doing in-depth reporting, and tracking KPI metrics and agent performance. Airline Example of Customer Social Media Cost Calculation. Calculating Gains.
LiveChat
MAY 20, 2016
The good thing about it is that you don’t need to have Sherlock Holmes’ problem-solving skills but you still can develop analytical thinking. Let’s get back for a moment to the airline customer service example and let’s find out how the problem could be resolved if the agents were using critical thinking.
ClearAction
MAY 29, 2016
When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.
8x8
FEBRUARY 6, 2019
Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. Speech Analytics for Contact Centers. With 8x8 Speech Analytics, automated speech-to-text transcription extracts valuable insights from these unstructured voice conversations. Analytics Features.
Pointillist
MAY 23, 2018
More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.
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