Save or Share this Report

For Customer Experience Professionals

Demystifying Financial KPIs For Airline CX Professionals

June 18, 2019

Primary author headshot

Authors

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Recommended Research