Flight Centre has adoptced a new artificial intelligence-powered customer
experience program, developed by Qualtrics, to boost customer satisfaction and
raise agent productivity.
With the new program in place, Flight Centre is able to capture, analyse,
and act on structured and unstructured feedback across emails, chat, messaging,
social, online review, traditional surveys, and more, to build a more complete
view of its customer experience.
Equipped with this deep omnichannel understanding, Flight Centre can
precisely understand the customer experience and sentiment across the entire
customer journey and around key buying decisions, such as service and product
quality, price, point of sale, trip experience, and travel experience.
“While the needs, expectations, and behaviours of travelers continue to change
at an accelerated rate, Flight Centre is able to deeply understand and respond
to their needs better than ever before with Qualtrics. Listening and responding
to feedback has always been critical to our Team, and with the new capabilities
we’re able to uncover even more actionable, specific insights that can help us
deliver greater services, experiences, and products for our millions of customers,”
said Andrew Stark, Global Managing Director, Flight Centre.
Flight Centre is one of the first organisations in Asia Pacific to go-live
with Qualtrics’ AI-powered conversational analytics and natural language
processing technologies. Since early 2024, Flight Centre has analysed millions
of sentences of unstructured feedback shared by customers with Qualtrics AI,
with plans to scale to additional feedback channels in the months ahead.