CSM Magazine

FEBRUARY 5, 2025

Example : An airline customer requesting reimbursement for a canceled flight speaks with a human agent after the chatbot collects all necessary information, such as flight details and refund eligibility. Omnichannel Integration Today’s customers communicate across various channelsemail, chat, social media, phone, and more.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

Forrester

JULY 2, 2015

JetBlue was the highest-rated airline in Forrester's CX Index. It's a solid omnichannel experience across digital touchpoints on multiple devices and the airline's employees are friendly, helpful, and empowered to fix customer problems as they occur. If an airline can overcome these barriers, why can't your federal agency?

Airlines 84

Airlines Customer Experience Government Omnichannel 84

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Regardless of how seamless one’s self-service check-in experience was for her latest flight, eventually she’s going to encounter an airline employee.

Airlines 75

Airlines 2015 Exceptional Customer Service Omnichannel 75

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Data Collection and Feedback Mechanisms Qualtrics : It enables users to gather feedback from multiple channels which fosters an omnichannel feedback collection, ensuring that no insight is lost.

2025 52

2025 NPS Multi-Channel Feedback 52

ProProfs Chat

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Provide Omnichannel Support : Provide omnichannel service to your customers.

Customer Experience 93

Customer Experience Omnichannel 2017 Poor Customer Service 93

Experience Investigators by 360Connext

AUGUST 9, 2017

Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” There is little discussion except for maybe an explanation of how important it is, or how it’s been neglected too long.

Customer Journey Mapping 181

Customer Journey Mapping Workshop Webinar Customer Journey 181

Talkdesk

JULY 22, 2016

Once relegated to elevator music and endless waiting, today clients can communicate with the same business via voice, text, video and more with omnichannel customer service. Here are seven examples of how to use omnichannel options to provide the best customer service. Customer service is evolving along with technological developments.

Omnichannel 41

Omnichannel Social Media Insurance Airlines 41

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Regardless of how seamless one’s self-service check-in experience was for her latest flight, eventually she’s going to encounter an airline employee.

Airlines 65

Airlines 2015 Exceptional Customer Service Omnichannel 65

CX Journey

APRIL 12, 2016

Are you considering all of your channels when you think about the omnichannel experience? A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. when thinking about the omnichannel experience. when thinking about the omnichannel experience. That's a good start. Pay attention!

Omnichannel 43

Omnichannel Touchpoint Effort Score Airlines 43

OpinionLab

JUNE 17, 2016

Others – such as airlines (295), travel (308), telecommunications (196) and healthcare (296) – did not perform nearly as well, which is consistent with what we’ve seen over the past year.

E Commerce 74

E Commerce 2015 Multi-Channel Telecommunications 74

Amity

MAY 25, 2016

That’s why certain airline brands get such a bad rep: customers are forced to endure unresponsive support agents, inaccurate information and delays when it comes to getting that information. Take a look at the clean contact page of KLM Airlines, well-regarded for customer service among their competitors: 5.

Customer Experience 84

Customer Experience Airlines Omnichannel Customers 84

Calabrio

APRIL 20, 2016

As companies increasingly adopt an omnichannel approach to customer engagement, new levels of importance are being placed on the contact center’s ability to analyze the data coming from every channel. Gone are the days when a customer’s first instinct was to pick up the phone to contact his or her cable provider or airline carrier.

Contact Center 56

Contact Center Omnichannel Airlines Social Media 56

CSM Magazine

FEBRUARY 26, 2019

While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. Better Omnichannel Engagement. For example, in the case of flight delays, the airline can provide status updates through apps, social-media pages, website, voice call, etc.

Engagement 63

Engagement Multi-Channel Customer Engagement Omnichannel 63

Oracle

DECEMBER 14, 2020

Conversocial powers messaging customer engagement for a diverse set of brands, including a leading Latin American low-cost airline, who moved away from traditional channels like phone and email and over to popular and cost-effective messaging channels for their customers. The airline saw: 3.6x 29% reduction in case handle time.

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

Kustomer

JANUARY 2, 2024

Delta Flight Attendant Comforts Nervous Passenger To kick off 2023, a Delta airlines flight attendant , Floyd Dean-Shannon, sat in the aisle of the aircraft to comfort a nervous passenger on a flight to JFK. He calmly explained every sound and bump, holding her hand when the passenger was scared.

2023 90

2023 Customer Service 2024 Airlines 90

Bold360

APRIL 27, 2017

Time and time again they top the list of airlines to which customers feel loyal. One great example is how frequent fliers with elite status on other airlines can make the jump to JetBlue and start reaping the rewards of the premium Mosaic status immediately. Take a look at JetBlue.

Tourism 56

Tourism Travel Customer Service E-support 56

CSM Magazine

DECEMBER 13, 2023

For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers. Omnichannel Support To cater to different customer preferences, businesses are offering support across multiple channels – including social media, email, phone, and live chat.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat.

Customer Experience 10

Customer Experience Social Media Omnichannel Airlines 10

Kustomer

AUGUST 28, 2023

Southwest Airlines Rescues a Forgotten Bridesmaid Dress After flying to her sister’s wedding in Costa Rica, this bridesmaid realized she forgot to pack her bridesmaid dress, leaving it back home in Texas. As a last resort, she reached out to Southwest Airlines on Twitter after seeing they had a flight to Costa Rica the next morning.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

Comm100

AUGUST 17, 2022

I want to go back to years and years ago when Delta Air Lines was the very first airline to introduce the idea of online booking, where you didn’t have to call the agent, you could actually do it online. And even if they don’t know, they want to use it. We need to train them on using it, and that’s very important.

Airlines 74

Airlines Virtual Agent Omnichannel 2010 74

transcosmos Information Systems

JULY 24, 2016

Utilization of the omnichannel. Retail businesses who have already utilized the omnichannel fail to manage their inventories well. Aviation/Airlines. When people decide on an airline, they expect to get what they pay for—considering the whopping amounts of airfares nowadays. Retail Industry.

E Commerce 48

E Commerce Customer Service Telecommunications E-support 48

Oracle

NOVEMBER 28, 2018

According to PricewaterhouseCoopers, by 2020 the demand for a one-company omnichannel customer experience will be amplified by the need for near perfect execution. Market disruptor StitchFix has done a masterful job of blending data science, an understanding of customers’ needs and preferences, and shopping behavior.

Hospitality 82

Hospitality Fashion Airlines 2017 82

Kustomer

MAY 5, 2020

Instead, it’s time to get smart about the channels you employ to manage customer interactions, and it’s time to invest in a fully-fledged omnichannel experience. Let’s say you’re an airline in today’s world. But beware: you should avoid blindly adding new service channels without a strategy in place.

Customer Service 52

Customer Service Omnichannel Airlines Document 52

ProProfs Chat

MAY 31, 2019

Here’s what you can do: Provide Omnichannel Support. Having omnichannel support is the best way to accomplish this. For this, you can use tools like helpdesk software, live chat, chatbots, and social listening software to help provide an omnichannel support experience. Share Customer Experiences. Monetize Points.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score Omnichannel 66

SurveySensum

SEPTEMBER 25, 2024

Southwest Airlines Why They’re Great: Southwest Airlines is famous for its customer care services and is mostly preferred by customers. Power’s 2024 North American Airline Satisfaction Study. Specifically, on the 2024 ACSI, Southwest Airlines scored 78 , which is quite impressive.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines 40

Airlines Customer Experience Travel Social Media 40

NICE inContact

SEPTEMBER 4, 2019

Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer. An omnichannel view that’s streamlined for efficiency would be a lifesaver. No more overly formal templates for entering data about customers again and again.

Customer Service 54

Customer Service Contact Center Omnichannel Airlines 54

CSM Magazine

AUGUST 22, 2019

That’s why we’ve gathered together those leading customer support and experience (CS/CX) from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Kitewheel

MARCH 25, 2019

For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. Brand your omnichannel journey. With your CX data in hand, marketers and CX Professionals need to highlight what is most immediately concerned for their customers. Connect channel activities and customer experiences.

Hotels 76

Hotels ROI Customer Journey Retail 76

Help.com

MARCH 21, 2016

Be omnichannel. When we have an issue with an airline, our reflex is to tweet about it. Consider the omnichannel experience to create a fluid process. Create an ideas board that they can insert product feature ideas and work with them on implementing ones that work for your team. Gen Z is no different.

Customer Experience 45

Customer Experience Social Media 2012 Omnichannel 45

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Astute has specific CRM solutions for the industries such as the restaurant industry (McDonalds, Domino’s, and Buffalo Wild Wings use this CRM), the airline industry (serving British Airways and Aer Lingus), the CPG – or consumer packed goods — industry (McCormick and Co.,

Customer Engagement 58

Customer Engagement Engagement Social Media Omnichannel 58

Pointillist

MAY 23, 2018

How to Optimize Omnichannel Customer Journeys With Customer Journey Analytics. Deeper insights into these customers’ journeys helped the airline avoid their pain points and improve customer experience. Handpicked Related Content: The evolution of marketing platforms: From automation to journeys.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

CX University

OCTOBER 19, 2017

Any of these failures mentioned above — Samsung, Volkswagen, United Airlines — are ultimately failures of quality, which arise from failings of the company culture at different levels. Paul Segre , the Genesys CEO, says you can’t have exceptional omnichannel products without a focus on innovation and quality.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Currency Alliance

NOVEMBER 14, 2019

Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows. At the Loyalty Surgery this year, IBM’s Greg Land said that their modern martech trial at Malaysia Airlines performed extremely well, delivering a 43% improvement in ROI. This is so true.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

ViiBE Blog

JANUARY 22, 2021

This collaboration will allow ViiBE and Zendesk customers to continue to provide smooth and efficient support while offering omnichannel communication options. This is in phase with Zendesk’s omnichannel project trajectory. This feature is useful if someone is trying to buy plane tickets from an Airline company, for example.

Call Center 52

Call Center Download 2020 Omnichannel 52

Uniphore

OCTOBER 7, 2021

This also includes ensuring fast response times, acting on customer feedback, showing empathy, offering omnichannel support and self-service options and providing the personal touch. That continued with great pandemic customer service , as the airline offered free flights to medical personnel even when its own business was under threat.

Customer Service 45

Customer Service Airlines Insurance Hotels 45

SurveySparrow

JUNE 28, 2023

Provide omnichannel support: Customers today expect a consistent experience across various channels, be it in-person, online, or mobile. Example: Delta Airlines has a robust customer feedback system in place. They continuously refine these touchpoints to create a seamless and enchanting experience for visitors.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52