Singapore – Experience management company Qualtrics has announced that travel retailer Flight Centre is now utilising their AI program to enhance customer experience and agent productivity through a new ability to analyse and respond to every piece of structured and unstructured customer feedback being shared with the company.

While traditional customer experience programs focus on structured feedback, such as satisfaction and post-sale surveys, Flight Centre is gaining a more complete view of its customers with the integration of Qualtrics.

Using purpose-built, AI-powered, advanced conversational analytics and natural language processing capabilities, Flight Centre can listen to and analyse customer feedback from a range of structured and unstructured channels – such as emails, chat, messaging, social and online reviews, traditional surveys and more – and understand the emotion, intent, preference, and effort behind every engagement.

The customer experience-specific insights enable Flight Centre to custom-craft and deliver tailored experiences addressing customers’ unmet needs and points of friction, creating opportunities to enhance the customer experience in the moments and channels that matter.

Notably, Flight Centre is one of the first organisations in Asia Pacific to go-live with Qualtrics’ AI-powered conversational analytics and natural language processing technologies.

Talking about this integration, Andrew Stark, global managing director at Flight Centre, said, “Flight Centre is able to deeply understand and respond to their needs better than ever before with Qualtrics. With these new capabilities we’re able to uncover even more actionable, specific insights that can help us deliver greater services, experiences, and products for our millions of customers.”

Meanwhile, Brad Anderson, president of product, UX, and engineering at Qualtrics, commented, “Using Qualtrics AI, organisations like Flight Centre are pioneering an impactful new age for experience management by deepening their ability to understand and meaningfully respond to their customers, which is driving greater outcomes for customers alongside bottom-line business impact.”