Customer Experience Management

Customer Experience Management

Airlines recognise that providing passengers with a personalised and seamless travel experience is key to securing long-term loyalty and revenue growth throughout the customer’s association with the airline.  For this to happen, airlines need to understand customers' motivations and requirements in order to anticipate and respond to their future demands and preferences. 

Amadeus Customer Experience Management (CEM) can help airlines: 

Acquire relevant data for dynamic, intelligent and on-time insights 
  • Amadeus CEM collects and computes traveller data from across sales channels and business applications, providing airlines with relevant customer insights to drive informed decision-making, at every interaction in the trip life cycle.
Obtain a complete view of the customer 
  • Amadeus CEM provides clear insights on traveller demographics, their travel history, preferences, lifetime value and more.  This gives airlines important competitive advantage and the opportunity to differentiate their offers and customer service strategy.
Create effective customer care and merchandising opportunities to boost revenues and loyalty 
  • Airlines can learn to anticipate and predict customers' future motivations and requirements and respond with targeted and personalised services, which help increase conversion rates and boost customer loyalty. This improves the overall travel experience and enhances perception of the airline brand.
Amadeus Customer Experience Management brings airlines better insights to gain closer alignment to their customers' needs, at every stage in the trip cycle.
 

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