Qualtrics, the experience management provider, has been selected by Thai Airways International Public Company (THAI), the national flag carrier of Thailand, to amplify the airline’s unified customer experience management programme.
THAI will be using the Qualtrics Experience Management Platform to synchronise customer feedback and deliver personalised experiences to its customers in real-time. The news follows last month's announcement that All Nippon Airways had chosen the Qualtrics Experience Management Platform to improve its customer experience.
According to the International Air Transport Association (IATA), the air travel market has been growing steadily and Asia-Pacific airlines have been leading the growth with around 34% share of the global market. To capitalise on market potential, THAI has identified drivers for sustainable growth, including customer service excellence.
“The air travel market has been growing consistently and there are new customers joining every day. Amidst fierce competition and increasing operational cost, it is important to convert these first-time or one-time flyers to regular customers. Ensuring a hassle-free travel experience across touchpoints can be instrumental in bringing about this change,” said Priyasiri Juathes, THAI VP, Product and Guest Experience.
"We needed a partner to help us fulfil a long-standing objective of integrating our operational and experience customer data onto a single unified platform. This provides us with actionable insights in real-time, eliminating customer pain-points. With this platform, THAI will be able to streamline our customer experience strategy with enhanced efficacy, reducing processing time and manual intervention.”
“THAI currently monitors customer experience but going forward THAI wants to be more proactive. With Qualtrics we provide a platform that empowers them to take a step ahead by managing the full customer lifecycle to create incredible experiences and acting on feedback in real time,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics.
Equipped with over 70 languages, the Qualtrics Experience Management (XM) Platform will facilitate THAI’s efforts to analyse customer feedback from over 20 million passengers globally. THAI will employ Qualtrics iQ which is a set of advanced intelligent features built directly into the XM Platform. Powered by machine learning and artificial intelligence, iQ will allow THAI to easily conduct digital surveys, perform sophisticated text analysis, and determine statistics-based drivers of behaviour.
Since the launch of its Southeast Asia hub in September 2017, Qualtrics has partnered with over 110 customers across various sectors in the region. This includes OCBC Bank, Singtel, Fuji Xerox Asia Pacific, Nestlé, Singapore Post, the United World College Southeast Asia (UWCSEA) and the National University of Singapore (NUS).
Qualtrics has also been working to expand its portfolio. In October, the company added to its XM Solutions, bringing the total number of expert-built solutions spanning automated projects, guided programmes and full-service research to 45.
THAI will be using the Qualtrics Experience Management Platform to synchronise customer feedback and deliver personalised experiences to its customers in real-time. The news follows last month's announcement that All Nippon Airways had chosen the Qualtrics Experience Management Platform to improve its customer experience.
According to the International Air Transport Association (IATA), the air travel market has been growing steadily and Asia-Pacific airlines have been leading the growth with around 34% share of the global market. To capitalise on market potential, THAI has identified drivers for sustainable growth, including customer service excellence.
“The air travel market has been growing consistently and there are new customers joining every day. Amidst fierce competition and increasing operational cost, it is important to convert these first-time or one-time flyers to regular customers. Ensuring a hassle-free travel experience across touchpoints can be instrumental in bringing about this change,” said Priyasiri Juathes, THAI VP, Product and Guest Experience.
"We needed a partner to help us fulfil a long-standing objective of integrating our operational and experience customer data onto a single unified platform. This provides us with actionable insights in real-time, eliminating customer pain-points. With this platform, THAI will be able to streamline our customer experience strategy with enhanced efficacy, reducing processing time and manual intervention.”
“THAI currently monitors customer experience but going forward THAI wants to be more proactive. With Qualtrics we provide a platform that empowers them to take a step ahead by managing the full customer lifecycle to create incredible experiences and acting on feedback in real time,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics.
Equipped with over 70 languages, the Qualtrics Experience Management (XM) Platform will facilitate THAI’s efforts to analyse customer feedback from over 20 million passengers globally. THAI will employ Qualtrics iQ which is a set of advanced intelligent features built directly into the XM Platform. Powered by machine learning and artificial intelligence, iQ will allow THAI to easily conduct digital surveys, perform sophisticated text analysis, and determine statistics-based drivers of behaviour.
Since the launch of its Southeast Asia hub in September 2017, Qualtrics has partnered with over 110 customers across various sectors in the region. This includes OCBC Bank, Singtel, Fuji Xerox Asia Pacific, Nestlé, Singapore Post, the United World College Southeast Asia (UWCSEA) and the National University of Singapore (NUS).
Qualtrics has also been working to expand its portfolio. In October, the company added to its XM Solutions, bringing the total number of expert-built solutions spanning automated projects, guided programmes and full-service research to 45.
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