Flight Centre has embraced a new artificial intelligence-powered customer experience programme, developed by Qualtrics, to enhance customer satisfaction and improve the productivity of its agents.
Through the integration of Qualtrics AI, the global travel retailer can now capture, analyse and act upon both structured and unstructured customer feedback sourced from a variety of channels, including emails, chats, messaging services, social media, online reviews, and traditional surveys. This comprehensive approach affords the company a more complete understanding of customer experiences and sentiments throughout their entire journey, affecting key aspects such as service quality, product suitability, pricing, points of sale, trip experiences, and overall travel satisfaction.
One of the pioneering organisations in Asia Pacific to deploy Qualtrics’ AI-powered conversational analytics and natural language processing technologies, Flight Centre has been utilising this programme since early 2024. The company has already analysed millions of sentences of unstructured feedback from customers, and there are plans to extend these capabilities to more feedback channels in the coming months.
Andrew Stark, Global Managing Director of Flight Centre, stated, “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.”
Brad Anderson, President of Product, UX, and Engineering at Qualtrics, added, “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.”
The deployment of Qualtrics AI-powered technology allows Flight Centre to listen to and decipher customer feedback, understanding the emotions, intents, preferences, and efforts behind each interaction. This advanced level of customer insight helps the company to tailor and deliver experiences that address the previously unmet needs and friction points of their customers, ultimately enhancing the overall customer experience.
Qualtrics, the creator of the experience management (XM) category, is utilised by nearly 20,000 customers globally. The platform analyses over 3.5 billion conversations annually, in more than 20 languages, helping organisations pinpoint and resolve customer and employee issues. Qualtrics is notable for maintaining the largest database of human experience data, comprising more than 15 billion experience profiles that capture sentiments, satisfaction, effort, engagement, expectations, and preferences throughout the entire customer and employee journey.
