Trends Report

Passenger Experience Must Become Part Of Airlines’ Money Story

February 27th, 2020
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst

Summary

Explaining the link between airline CX and profitability is imperative but extremely complicated. Airlines must stake their place in the ever-growing market for air travel. Top execs must drive CX improvements, as Richard Anderson did at Delta Air Lines. Customer expectations are rising and their experiences haven’t improved, so CX professionals must carefully select the projects that will produce the most benefit.

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