The airlines industry, along with other markets such as hospitality and travel, have experienced significant customer changes over the past decade. Online travel agencies such as Expedia and Travelocity allow travelers to easily compare ticket prices and change airlines with a swipe of a finger. As a result, customer loyalty is dropping.

Airlines, who were pioneers of customer loyalty programmes, are now working harder than ever to create a better customer experience. Such a focus is critical in this industry, as airlines that have the best customer service deliver twice the revenue than those that do not. And, although price is the top factor determining which airline a customer chooses, 8 in 10 customers will pay more for a better customer experience.

To improve the experience for their customers many airlines are using customer intelligence platforms to analyse voice of the customer data, much of which flows through the contact centre daily. From phone calls to emails to chats, omnichannel contact centres are central repositories of a wealth of customer knowledge. However, accessing and analysing this data can be tricky.

Our easy-to-use and intuitive technology helps airlines identify dissatisfied customers and pinpoint areas of improvement. And our custom dashboards allow you to measure critical KPIs including customer sentiment and Net Promoter Scores.

We invite you to scroll down further to read more resources on how Calabrio supports the airline industry. You may also enjoy our ebook which shares 7 ways airlines can improve the customer experience.