Intelligent CXO Issue 6 - Page 39

INDUSTRY UNLOCKED real-time support for our flight attendants using their existing in-flight handheld devices . We ’ ve also uncovered actionable insights into how we can continue to enhance the experience .”
In-the-moment support and valuable insights
Since early 2018 , Delta ’ s flight attendant support agents have fielded more than 16,000 calls with more than half coming from the new Emplifi app . Flight attendants are able to quickly get the assistance they need , allowing them to focus on providing the exceptional level of guest service expected by Delta Airlines passengers .
And with Emplifi Agent , the support team has the tools to resolve any issues or questions quicker , delivering a high standard of service to Delta ’ s more than 22,000 flight attendants . And this isn ’ t just a ‘ nice-to-have ’ exercise – achieving great CX has also impacted Delta ’ s bottom-line .
“ Centralising our flight attendant support efforts using Emplifi technology saved us over US $ 2 million in the first three years of the programme ,” said Angela Gammill , General Manager – IFS Technology and Innovation . “ The Emplifi solutions have allowed us to achieve the operational excellence that Delta strives for .”
In addition to providing convenient , in-the-moment support , Emplifi ’ s technology has delivered unprecedented visibility into the process , enabling Delta to drive the enhancements that matter most to its flight attendants . In the future , the Delta team looks forward to adding even more functionality to improve the entire experience for travellers , attendants and agents alike .
IF YOU WANT TO ENHANCE THE EXPERIENCE ACROSS THE BOARD , YOU MUST FIRST UNDERSTAND THE NEEDS OF YOUR CUSTOMER , AND THEN BUILD A ROBUST TEAM TO FULLY ENGAGE WITH THE TECHNOLOGY . THAT ’ S HOW TO DRIVE TRUE BUSINESS VALUE .
While aviation is putting these technologies to good use , flight attendants ’ handheld devices are not unique to the airline industry , and neither are the multiple positives the company has gained from improving processes that create unforgettable customer experiences . Identifying customers personally , giving realtime information , providing help and support and helping to complete purchases – all of these functions are in daily use by Delta staff , but none are industry-specific .
Smith added : “ Bots are on an ever-evolving tool with numerous applications . If you want to enhance the experience across the board , you must first understand the needs of your customer , and then build a robust team to fully engage with the technology . That ’ s how to drive true business value .”
Clear skies ahead
Delta flight attendants play a critical role in keeping customers and each other safe , as well as protecting the airlines top-tier reputation .
Emplifi ’ s Emplifi Agent and Emplifi SOS provide the tools and real-time support they need to continue to deliver the ‘ Delta Difference ’. x www . intelligentcxo . com
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