Posts tagged airlines
In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

The airline industry is a highly competitive one. Technology, hand in hand with a human touch, will deliver better experiences for customers.  The challenge is in the alignment of the culture, processes, systems and capability of the organisation, with the needs of customers in a way that employees are empowered and engaged to deliver. That goes for at any point in their customer experience, but is even more of a priority in times or disruption.

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