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Published date: April 4, 2025
- Location: 20-464, NA, Singapore
Background
XYZ Airlines, a mid-sized carrier operating primarily in North America, has long been recognized for its reliable service but faced challenges in maintaining customer satisfaction amid increasing competition. In 2020, the airline experienced declining customer feedback scores and rising operational costs, pushing the management team to rethink their approach to customer experience (CX).
Challenge
Customers complained about outdated booking systems, long wait times for customer support, rolet online resmi and a cumbersome check-in process. Market research revealed that passengers, particularly millennials and Gen Z travelers, preferred airlines that prioritized technology and personalized service. Recognizing the need for transformation, XYZ Airlines decided to embark on a digital transformation journey aimed at enhancing customer experience.
XYZ Airlines, a mid-sized carrier operating primarily in North America, has long been recognized for its reliable service but faced challenges in maintaining customer satisfaction amid increasing competition. In 2020, the airline experienced declining customer feedback scores and rising operational costs, pushing the management team to rethink their approach to customer experience (CX).
Challenge
Customers complained about outdated booking systems, long wait times for customer support, rolet online resmi and a cumbersome check-in process. Market research revealed that passengers, particularly millennials and Gen Z travelers, preferred airlines that prioritized technology and personalized service. Recognizing the need for transformation, XYZ Airlines decided to embark on a digital transformation journey aimed at enhancing customer experience.
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