Scandinavian reservation system operator Worldticket had a brilliant idea: integrate customer experience management not only into the standard web booking process, but adding features that help airlines to implement customer experience processes end-to-end. While this is “work in progress”, the vision is there and I am sure that customers will start noting the innovative push pretty soon.
If you want to have a look at the general outlook of how Customer Experience can add real value to airlines, have a look at the Worldticket User Conference keynote held in Copenhagen a few days ago:
