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Message to United Airlines CEO Oscar Muñoz

Experience Matters

As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. It’s almost frightening […].

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A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

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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.

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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.

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Actions MUST speak louder than Words: United Airlines eat humble pie!

ijgolding

One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines. Chamber Of Commerce in Washington, D.C.,

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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.

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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

To get a better look at this concept, let’s analyse a policy at an ANZ airline. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers. Well, not all airlines agree. Balancing Operations and Customer Experience: A Case Study.

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