Trends Report

AirAsia Manages Costs With Better CX For The Ultimate Win-Win

February 27th, 2020

Summary

Facial recognition is cost-effective and faster for checking passengers into their flights. Digitizing service, when done well, addresses customers at their point of need and reduces cost of service. AirAsia’s chatbot offers multiple ways for customers to get their questions answered. Allowing customers to pre-order meals has improved CX and curbed excess. Shortening and simplifying forms for passengers on delayed flights reduces stress on both passengers and the airline.

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