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Qualtrics, Flight Centre partnership introduces AI-powered innovation to enhance customer experience, agent productivity 

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Azunta Gaviola

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3 weeks ago

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Singapore – Experience management firm Qualtrics has recently announced that it has partnered with travel retailer Flight Centre, bringing together enhanced customer experience and agent productivity through Qualtrics AI. 

This strategic initiative encompasses the ability to analyse and respond to every piece of structured and unstructured customer feedback being shared with the company. Flight Centre is also able to gain a more complete view of its customers, aside from the traditional customer experience programmes like satisfaction and post-sale surveys. 

It can also listen to and analyse customer feedback using its purpose-built, AI-powered, advanced conversational analytics and natural language processing capabilities. The said enhancement helps the company understand the emotion, intent, preference, and effort behind every engagement.

Furthermore, the deep omnichannel human understanding also equips Flight Centre to precisely discern customer experiences and sentiments throughout the entire journey, particularly pivotal moments like service and product quality, pricing, point of sale, trip experience, and travel encounters.

The customer experience-specific insights also enable Flight Centre to custom-craft and deliver tailored experiences addressing customers’ unmet needs and points of friction. This creates opportunities to enhance the customer experience in the moments and channels that matter.

Andrew Stark, global managing director at Flight Centre, said, “While the needs, expectations, and behaviours of travellers continue to change at an accelerated rate, Flight Centre is able to deeply understand and respond to their needs better than ever before with Qualtrics.” 

“Listening and responding to feedback has always been critical to our team, and with the new capabilities, we’re able to uncover even more actionable, specific insights that can help us deliver greater services, experiences, and products for our millions of customers,” added Andrew.

Brad Anderson, president of product, UX, and engineering at Qualtrics, said, “To deliver the personalised, human experiences customers are looking for today, organisations need the ability to improve every experience in the moment, across every channel and engagement that matters.”  

“Using Qualtrics AI, organisations like Flight Centre are pioneering an impactful new age for experience management by deepening their ability to understand and meaningfully respond to their customers, which is driving greater outcomes for customers alongside bottom-line business impact,” he concluded.

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