Best Practice Report

Hardwire Customer Experience To Airline Financial Performance

CX Pros At Airlines Must Connect Metrics To Money

August 2nd, 2021
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Dane Anderson , Harley Manning , Nancy Lin , Bill Nagel

Summary

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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