The Customer Catalyst by Chris Adlard & Daniel Bausor

Author:Chris Adlard & Daniel Bausor
Language: eng
Format: epub
ISBN: 9781119575078
Publisher: Wiley
Published: 2019-10-21T00:00:00+00:00

DELIVER A GREAT DIGITAL EXPERIENCE BY KEEPING IT SIMPLE

Heathrow Terminal 5 (see Figure 5.1) is generally well regarded by travellers around the world. It is almost always possible to get from terminal door to gate in 20 minutes or less. The terminal building feels light, calm and efficient. The automated, technology-driven processes are slick, and overall CX is generally very good. Once you venture onto the transit train between departure gates, you are greeted by a virtual reality representative telling customers which platform to stand on for the next transit. Some would argue that this use of technology is unnecessary, and that the overall experience is not really improved with it. Others believe it is a more interesting and engaging way of keeping passengers updated. Either way, the reason CX works well is primarily due to the factors mentioned earlier.

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