Passenger experience surveys are an important and familiar tool in the global airline industry, but typically, they focus on the physical aspects of the travel experience by measuring factors like seat comfort, in-flight entertainment, and cabin amenities. This webinar, however, will reveal the results of a first-of-a-kind study, the IBM Travel Experience Index, which focuses on how digital factors influence the travel experience today.
Join us to see how the index quantifies passengers’ digital interactions with airlines, their service experiences with airline employees, and airlines’ capabilities across channels of communication. The study summarizes the findings of travelers who flew on airlines across the globe, and evaluated each airline using a multi-faceted, consistent, and disciplined approach.
We will discuss phase one of the IBM Travel Experience Index, and draw into sharp relief the strengths, weaknesses, and key differences between airlines of all segments and regions. Some of the findings may surprise you.
There will also be the opportunity to ask the speakers questions as part of a live Q&A session.