Based out of Hong Kong, Cathay Pacific internationally employs over 30,000 people and operationally functions passenger and cargo services to over 200 destinations. In 2017, the company flew over 30 million passengers, however due to complications such as political and social unrest in Hong Kong, as well as other attributing factor, Cathay Pacific have been challenged in regards to a slight decline in productivity and market relevance. With this in mind, Cathay have been working hard to understand their customer data and ensure that all touch points are generating a frictionless experience for the customers, to ensure retention and attraction to the airline.
Cathay Pacific regularly performs amongst the best airlines in the world. Based out of Hong Kong, Cathay Pacific internationally employs over 30,000 people and operationally functions passenger and cargo services to over 200 destinations across Asia, North America, Australia, Europe and Africa. This workshop will break down for attendees how to strategically strategise methods to restructure your operational environment and prioritise CX implementation across all business units, with particular discussion on doing so in a complex operational environment.