Expedia: Real-Time CX Across 200+ Booking Sites
Embark on a journey through the customer experience transformation of Expedia Australia and New Zealand with this in-depth case study.
Read the Full CX Case Study
Since 2014
Long-Term CX Partnership
A decade-plus of continuous post-travel voice of customer programme evolution across Expedia ANZ.
Multi-Brand
Expedia + Wotif ANZ
Unified customer experience management across two major travel brands — feedback compared across booking types, segments and geographies.
Real-Time
Quarterly Action Planning
Live NPS dashboards empowering management, marketing and sales teams to analyse performance and drive improvement every quarter.
Discover how Expedia ANZ Improved Travel with a Customer-First Approach
|
BEFORE |
AFTER |
|
|---|---|---|
|
FEEDBACK PROGRAMME |
Surveys aligned only to global metrics with no real-time visibility — limited ability to identify what was driving satisfaction or dissatisfaction across Hotels, Flights and Packages for ANZ customers |
Always-on post-trip voice of customer programme covering all booking types and travel segments, with A/B tested survey formats including a 2-minute conversational AI survey — maximising response quality and customer feedback depth |
|
ROOT-CAUSE ANALYSIS |
No structured way to identify the specific drivers behind customer sentiment changes — issues like frequent flyer policy impact or app usability went undetected until they affected NPS |
Advanced text analytics environments enabling deep-dive analysis of verbatim feedback across multiple dimensions — surfacing root causes and tracking the real-time impact of new policies and service changes on customer sentiment |
|
CROSS-BRAND VISIBILITY |
ANZ data siloed with no easy comparison to global performance or between the Expedia and Wotif brands, limiting strategic decision-making across the regional portfolio |
Unified real-time dashboards delivering reconciled reporting across Expedia and Wotif ANZ, with global benchmarks — enabling quarterly action planning by management, marketing and sales teams across segments, booking types and brands |
"Resonate CX 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
Post-travel feedback is the foundation of a long-term CX strategy
Expedia ANZ’s partnership with Resonate CX began in 2014 with a single principle: understand what customers love about the brand and build from there. Over a decade of continuous post-trip feedback collection — evolving the survey programme, expanding to Wotif and running A/B tests to improve response quality — demonstrates that customer experience management is not a project. It is an ongoing strategic commitment that compounds in value over time.
Understanding loyalty drivers turns repeat customers into a measurable outcome
Loyalty in travel is not accidental. Expedia ANZ used voice of customer data to identify the specific factors that converted satisfied customers into repeat bookers — and which experiences undermined that intention. By mapping NPS drivers across Hotels, Flights and Packages, the team could focus retention efforts on the moments that actually influenced return behaviour, rather than optimising for surface-level satisfaction scores.
Segment-level analysis reveals what different customer groups actually value
Aggregate satisfaction scores mask the differences between customer segments. Expedia ANZ used deep-dive analytics to separate satisfaction and dissatisfaction drivers across their various booking types and traveller profiles. What frustrated a frequent business traveller differed from what affected a leisure booker — and understanding those differences allowed the team to prioritise improvements that mattered to the right segments, rather than chasing average metrics.
Consistent service quality across all booking types requires structured measurement
Maintaining high-quality customer experience across Hotels, Flights and Packages — all with different supply chains, expectations and failure points — is an operational challenge that cannot be solved through intuition. Expedia ANZ built structured measurement across all service lines, tracking advocacy metrics and key quality drivers by booking type. This gave the business a clear, consistent picture of where service standards were holding and where attention was needed.
Real-time dashboards shift CX from reporting to quarterly action
The value of a real-time NPS dashboard is not in the data it surfaces — it is in the decisions it accelerates. At Expedia ANZ, live dashboards gave management, marketing and sales teams the ability to analyse feedback by brand, booking type and customer segment and build action plans on a quarterly basis. Resonate Echo, the mobile app version of the dashboard, extended that access to senior executives who needed key metrics at their fingertips without navigating a full reporting environment.
Advanced text analytics turns verbatim feedback into strategic intelligence
Open-ended customer feedback contains the detail that structured survey questions miss. Expedia ANZ used Resonate CX’s text analytics and sentiment analysis environments to identify the underlying root causes behind NPS movements — from the impact of frequent flyer policy changes on customer service perceptions to how app usability was affecting the booking experience. This depth of customer sentiment analysis transformed verbatim responses from a qualitative asset into a quantifiable input for strategic decisions.
Expedia ANZ
Expedia ANZ is the regional arm of Expedia Group, delivering localized, all-in-one travel booking solutions across Australia and New Zealand.
INDUSTRY
Travel
REGIONS
Australia & New Zealand
PARENT COMPANY
Expedia Group
We Are the Right CX Partner for You
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Recognised for CX Excellence: Spring 2026
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