How Flight Centre is leveraging NLU to enhance CX
Discover how Flight Centre implemented Natural Language Understanding to improve customer service and satisfaction
10/11/2024
In this deep dive from All Access: Data Analytics and Insights APAC 2024, Rhiannon Chandler-Day, community director at CX Network, welcomes Ashley Taylor, Voice of Customer (VoC) specialist from Flight Centre Travel Group.
Taylor's presentation focuses on how Flight Centre has effectively implemented Natural Language Understanding (NLU) using Qualtrics technology to improve customer service and satisfaction. Ashley shares the journey of transitioning from a traditional sales-focused model to a customer-centric approach, supported by robust AI-driven analytics.
Watch this session On Demand to find out about:
- Shifting to a customer-centric model
- Evolving feedback collection with NLU
- Addressing customer pain points and enhancing experience
- Continuous improvement through AI
The deep dive also highlighted the pivotal from focusing primarily on sales to embracing a customer-first approach.
Find out more about the project in this CX Network case study
