Expedia Case Study
Embark on a journey through the customer experience transformation of Expedia Australia and New Zealand with this in-depth case study.
Transforming CX in travel
Discover how Expedia ANZ Improved Travel with a Customer-First Approach
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“Resonate has enabled us to truly understand our customers and their experience with the Brand.
The implementation of their Pulse “flying cards” system combined with their advice has not only ensured customer experience is top of mind at Expedia but also enabled us to drill down and obtain actionable insights to improve the customer experience.”
Justin Lee
Director of Customer Experience| Expedia ANZ
Refining with Customer Feedback
Shaping strategy with post-travel insights
The importance of post-trip customer experience feedback in shaping business focus.
Simple ways to build loyalty
Tactics for boosting customer loyalty and encouraging repeat business.
Spot different customers like or don’t like
Strategies for identifying satisfaction and dissatisfaction drivers across customer segments.
Keep service quality high
Methods to maintain high-quality service consistently across all travel and booking types.
Leveraging real-time dashboard
Use of real-time dashboards for actionable insights and performance improvement.
Role of advanced text analytics
The impact of advanced text analytics on understanding customer sentiment and driving decisions.
Ongoing customer feedback improvements
Insights into how continuous customer feedback informs and enhances the travel experience.
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