From Crisis To Care
As the aviation industry continues to evolve, and a personal customer experience (CX) becomes increasingly more important, it’s crucial to keep up with the latest trends and developments within our industry. On this page you can find out more about our research on the topic, including our white paper and keynote speech: From Crisis To Care.
AN INTEGRAL APPROACH OMNICHANNEL CUSTOMER CARE
We live in a world where every disruption is called a ‘crisis’. Major events like COVID-19, climate change and overextending digitalization are having a big impact on our industry and so a redesign is needed. We have to ensure we’ll be resilient and future-proof within the aviation industry, and that the communication and support to all users of the modern airports of today is part of an integral approach, an omnichannel customer care ‘orchestra’.
An orchestra that connects the true concept of ‘BE DIGITAL, STAY HUMAN’. An omnichannel customer care network that covers everything from onsite information and announcement systems, to self-service units and automation for efficiency, to chat integrations and boots on the ground for a more human touch. In all areas, we can see opportunities for improvement, to create an optimal, dynamic customer experience.
THE AVIATION INSIGHT PACK
Do you want to know more about pressing developments within the aviation industry? Or read our five tips to ensure you deliver a future-proof travel experience to the modern airport passenger of today and tomorrow? Download our Aviation insight pack below, including the keynote speech From Crisis To Care, our Amsterdam Airport Schiphol case and our Aviation Industry White paper.
Download our Aviation Insight Pack
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