How analytics-powered insights enhance CX and profitability in the airline sector.
Hawaiian Airlines identified customer service-related issues as primary concerns, including sales, reservation modifications, re-bookings, and cancellations. To address this, they aimed to gain deeper insights into customer preferences, needs, and pain points to set themselves apart in the industry.
Through a collaboration with Teleperformance, Hawaiian Airlines leveraged advanced speech and text analytics to enhance their understanding of customer requirements and to enhance agent performance. Consequently, the airline revamped its inbound channels, leading to a boost in both offers and conversion rates.
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