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For Customer Experience Professionals

Hardwire Customer Experience To Airline Financial Performance

CX Pros At Airlines Must Connect Metrics To Money

June 5, 2019

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Why Read This Report

While airline industry business leaders are used to tracking success with KPIs like return on invested capital and passenger yield, they don't always know how customer experience (CX) affects these measures. This poses a particular challenge to CX professionals, as CX strategies must be based on good business sense. To improve their credibility, CX pros at airlines must directly connect CX outcomes to core business metrics. This report shows CX pros what information, tools, and skills are necessary to strengthen the business case for CX that will improve financial performance.

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Table of Contents

  • Passenger Experience Must Become Part Of The Money Story
  • Link The Customer Story To The Complex Money Story
  • Define Proxy Metrics That Link CX To Profit And Shareholder Returns
  • Recommendations

  • Begin Hardwiring CX To Financial Performance Today
  • Supplemental Material
  • Related Research Documents

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