SmartAction

FEBRUARY 22, 2024

In this incident with Air Canada , a customer seeking a bereavement discount for his flight, was informed by the airline’s chatbot that he could apply for the bereavement rate after purchasing his ticket. In my ebook, “ Frontier Airlines: A Year Without Phones – Could AI Have Saved the Day?”,

Chatbots 88

Chatbots Airlines Self service Technology 88

TELUS International

SEPTEMBER 19, 2018

Discover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer.

Airlines 63

Airlines Technology 63

teleopti

OCTOBER 9, 2018

Teleopti has, together with Voice Codes and Yucheng Technology, won the Shenzhen Airline customer service project. By an integrated WFO application of the best modules, Shenzhen Airline expects to improve the entire operation efficiency.

Airlines 48

Airlines Customer Service Technology 48

Merchants

SEPTEMBER 3, 2019

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants.

Airlines 40

Airlines Customer Experience Business Process Outsourcing Big data 40

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Wrong Technology. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Technology Customer Experience 40

Creative Virtual

OCTOBER 4, 2022

A trip to the dental hygienist reminded me that no matter how good the technology, it’s people who write the software and design the user interface. The lesson here is that no matter how smart technology can be, there is no substitute for proper real-world consultation and testing. wasn’t being served (and paying for the privilege!).

Technology 52

Technology Airlines Best practices Consulting 52

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology. It is time to lose the fear of facial recognition technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

Contact Center Pipeline

SEPTEMBER 29, 2022

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin. These everyday information gaps are also common in customer service scenarios, like when […].

Airlines 208

Airlines Government Customer Service Technology 208

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. Mead says that the technology necessary to do this already exists. That means when the AI realizes the airline canceled the flight, it will push out the options before you even have to ask.

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. I realized recently that I sometimes fall into this lot as well.

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” As they walked passengers through the process, the airline employees said things like, “See? Isn’t that simple?

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. I have added my comment about each article and would like to hear what you think too.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Given the current state of technology, your strategic goals must now go beyond improving metrics. Would you ever use that airline again?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

MAY 22, 2017

BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. My Comment: Technology is changing the way we deliver customer service and support.

Airlines 205

Airlines Customer Service Self service Technology 205

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. appeared first on IJ Golding.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. I predict this pattern with technology as well. Making an Intervention to Habitual Behavior. I fly a lot and have for several years. And guess what? I liked it!

Airlines 417

Airlines Marketing Customer Experience Management 417

CCNG

FEBRUARY 11, 2021

But now with agents being remote, it's somewhat like when an airline pilot lands the plane in heavy fog, its an instrument landing. Now WFM automation has become more important because you're really using the technology to measure adherence, you can't just look over your shoulder and see who's at their desk taking calls. Who is late?

Airlines 195

Airlines Contact Center Service level Marketing 195

ShepHyken

OCTOBER 18, 2021

United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? However you get it, you must choose the right metrics, use the right technology, and more. And I predict we won’t even need a phone in the future. But, I digress.

Customer Service 207

Customer Service Airlines Feedback B2B 207

ShepHyken

OCTOBER 9, 2023

Pay attention to number four, which states, “Use technology to complement humans, not as a substitute.” Check out this article on how Alaska Airlines “celebrated” the week: CLICK HERE. The five ideas in this article are a great place to start.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Airlines 52

Airlines Call Center Chatbots Wait times 52

Beyond Philosophy

JUNE 9, 2022

However, those needs percolate through the layers of culture, socialization, and technology, which changes how those needs manifest. I love technology, but I didn’t venture to the self-serve kiosks without help. Airline employees were combing the queue to convince us to try it. Would I have ever tried it on my own?

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. My Comment: When it comes to customer experience, there is much we can learn from the airline business.

Customer Service 195

Customer Service Airlines Customer Experience Technology 195

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Thanks to the technology, passengers will be able to quickly locate check-in desks, escalators, the correct gate, and baggage claim locations at the airport. .

Airlines 179

Airlines Upselling Customer Experience Chatbots 179

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

call center software 40

call center software Airlines Call Center Interactive Voice Response 40

Branch Mesenger

JULY 23, 2018

He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. Technology has made listening worse, in my opinion. Al Casey was one of those leaders.

Airlines 48

Airlines Accountability Personalization Sales 48

TechSee

JULY 24, 2018

He requested that she submit her lost-luggage Case File and a copy of the Property Irregularity Report (PIR) from the airline when she returned to the US, in order to claim her compensation. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

ShepHyken

NOVEMBER 23, 2020

Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. Southwest Airlines knows this – they excel by putting employees at the center of their business. I have added my comment about each article and would like to hear what you think too.

Customer Service 207

Customer Service Airlines Surveys Contact Center 207

Beyond Philosophy

DECEMBER 15, 2022

So, American Giant contacted the technology columnist at Slate magazine. American Giant knew it was a natural fit ( #punny ) because many of its target customers were interested in technology. He negotiated with the airline for nine months but to no avail. Technology has sped it up, though.

Entertainment 195

Entertainment Airlines Advertising Technology 195

Edify

DECEMBER 28, 2021

Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada. Seems like kind of a substantial issue, don’t you think?

Contact Center 77

Contact Center Airlines Government Technology 77

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Beyond Philosophy

JUNE 27, 2019

For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. With that same technology, organizations can use facial expressions to understand how people are feeling at each stage in the digital journey. Are You Ready for Facial Recognition Technology in Your CX?

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

Airlines 78

Airlines Transportation Contact Center Self service 78

CSM Magazine

NOVEMBER 2, 2022

The airline has future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling all agents to personally support customers with successfully completing transactions over the phone.

Airlines 52

Airlines SaaS Feedback Customer Experience 52