Florham Park, NJ, USA, Feb, 2023 - Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, announced that it has been chosen by Virgin Atlantic, the U.K. based airline that flies to 27 destinations across four continents, to provide customer experience management (CXM).
Conduent CXM teams are managing rebookings and providing general customer support, which includes flight changes and cancellations. These are some of the most challenging issues for travelers, so Virgin Atlantic is leveraging Conduent’s human-centric approach to CXM to achieve a high level of customer satisfaction.
"Our vision is to become the most loved travel company, and we strive to ensure that when our customers need to speak to us, our contact center always provides a prompt and exceptional customer service experience," said Louise Phillips, Vice President, Customer Centres at Virgin Atlantic. "Conduent’s strong experience in travel and hospitality, along with their talented people and processes, gave us the confidence they were the right partner to support our vision and become an extension of our contact center team."
"Conduent recognizes the importance and value of customer loyalty, which is earned with every customer interaction," said Jeff Weiner, Vice President, General Manager for Customer Experience Management at Conduent. "With more than 15 years of experience in the travel and hospitality sector, we have developed the training, technology and processes to empower our agents to empathetically work with customers to address their needs and help strengthen their relationship with exceptional brands like Virgin Atlantic."
Posted by Veronica Silva Cusi, news correspondent
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About Virgin Atlantic Airways:
Virgin Atlantic is a British airline and part of Sir Richard Branson's Virgin Group.
Published: Monday, February 27, 2023
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