Pascal de Burn
Pascal, one of Caplena’s Co-Founders and Machine Learning Engineer, combines deep AI development in Natural Language and Computer Vision with vast experience in bringing AI technology into products. Pascal developed patented AI software for one of the largest insurance software providers in the world before founding Caplena. He holds a master’s degree in interdisciplinary sciences from ETH Zurich.
Tuesday 4 June 2024
The Art of Feedback-Navigation: How Airlines Steer Through the Storm of Customer Feedback
There are very few industries that are confronted with such a wide variety of customer feedback as airlines: From online booking experiences to spontaneous lounge encounters, restful security checks, onboard feasts, and clogged toilets to exploding doors - the range of topics is enormous.
This poses great challenges for CX teams. How do you manage to represent the feedback both in overarching quantitative metrics and in detail, such as by NPS drivers for specific passenger groups?
In this presentation, we show what a modern CX process can look like, from the creation of a MECE collection of topics to the fine-tuning of the AI to the exploration of the results through dashboards and AI summaries. The entire process is underpinned with real airline review data and accompanied by a case study.