Delta taps wearables and video to research – and resolve – granular CX pain points

Delta Airlines, the air carrier, used innovative research techniques as it sought to gain a fuller insight into the customer experience.

Delta Airlines transports 200 million people between more than 300 destinations worldwide a year.

Ed Bastian, the Atlanta-based air carrier’s chief executive officer, had another way of outlining the brand’s customer scale: “We engage with 600,000 customers every 15 minutes,” he told delegates at CES 2020, an event held by the Consumer Technology Association (CTA).

“That’s the population of Vancouver every hour.”

Delta’s investments in logistics and technology have resulted in impressive headline figures regarding the primary trouble spots in the aviation industry, including:

  • a 77% reduction in mainline cancellations in eight years;
  • less than ten passengers being “bumped...

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