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Emirates

Emirates used AI & VoC to improve customer experience with Sitecore

Rejsebranchen EMEA

Honorable Mention

Best Innovation with Emerging Technologies
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About

Emirates inspires travelers around the world with a network of worldwide destinations, industry-leading inflight entertainment, regionally-inspired cuisine, and world-class service. The integration of customer surveys and personalization from Sitecore CDP into Quantum Metric is part of the company’s strategy to improve customer service and experience. The result allows Emirates to extrapolate the impact of customer friction associated with complaints, and pinpoint the cause for a speedy recovery.