The Cost of Deprioritising Customer Experience During Tough Times
InMoment XI
JANUARY 27, 2022
To get a better look at this concept, let’s analyse a policy at an ANZ airline. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers. Well, not all airlines agree. Balancing Operations and Customer Experience: A Case Study.
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