Demystifying Financial KPIs For Airline CX Professionals

June 18th, 2019

Summary

Customer experience (CX) professionals in the airline sector must connect CX outcomes to core financial metrics in order to establish the material impact of initiatives aiming to drive CX quality. For this to happen, airline CX pros must learn to speak the language of finance and understand how their carrier actually derives profit and shareholder value via a combination of revenue, cost, and capital. This presentation, based on detailed case study of AirAsia, a major low-cost carrier in Southeast Asia, offers a framework to connect CX with financial performance.

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