article thumbnail

Value Creation for B2B Customers in Tech, Telecom, Contact Centers, and Manufacturing – Part I of 3

eglobalis

Airlines pay per flight hour, while Rolls-Royce guarantees uptime and covers all maintenance. The airline enjoys predictability and offloads risk.

article thumbnail

Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable

eglobalis

Conversely, Frontier Airlines faced customer backlash after eliminating human telephone support, highlighting risks associated with AI over-reliance. Bank of America’s “Erica” effectively handles billions of routine banking inquiries, significantly reducing costs and enhancing satisfaction.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. PR Nightmare!

Airlines 153
article thumbnail

Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Example: Embraer’s Metrics Embraer combines retention analytics with qualitative feedback from airline clients to refine its empathy-driven initiatives. Develop Client-Specific KPIs: Measure metrics like response time improvements and proactive issue resolution rates.

B2B 514
article thumbnail

The CX and AI Umbrella: How Experience, Service, and Customer Success Align Every Customer-Facing Function

eglobalis

For example, Singapore Airlines integrates customer experience into every staff role, from ticketing to flight crew, ensuring each passenger feels anticipated and cared fornot only resolving issues but delivering moments of delight. Singapore Airlines integrates every frontline team into its CX culture.

article thumbnail

How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.

Airlines 156
article thumbnail

This Is What an Epic Customer Experience Fail Looks Like

Experience Investigators by 360Connext

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 307