The deal sees Thai Airways using the Qualtrics Experience Management Platform to synchronise useful customer feedback and deliver personalised experiences to its customers in real-time.
According to the International Air Transport Association, 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.
Qualtrics says that to capitalise on the immense potential of the market, Thai Airways has identified drivers for sustainable growth, including identifying customer service excellence as a top priority.
“Ensuring a hassle-free travel experience across touchpoints can be instrumental in bringing about this change."
Juathes said the airline needed a partner to help it fulfill a long-standing objective of integrating its 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 more than 70 languages, the Qualtrics Experience Management Platform will facilitate Thai’s efforts to analyse customer feedback from over 20 million passengers globally, and the airline 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 statistically based drivers of behaviour.
Qualtrics says that since the launch of its Southeast Asia hub in September 2017, the company has partnered with over 110 customers across various sectors in the region, including financial services organisations such as OCBC Bank, Singtel, Fuji Xerox Asia Pacific, Nestlé, Singapore Post, and educational establishments such as United World College Southeast Asia and the National University of Singapore.