Enhancing Customer Experience Through Data and Insights (Classroom, 2 days)


About

In this 2-day course you will learn how to leverage customer insights to provide cost savings, continuous improvement, and enhanced and targeted marketing through the design of seamless, efficient and personalized passenger experiences. You will learn why, what and how to measure your performance so that you can provide meaningful, actionable insights to your organization to improve customer satisfaction and loyalty, streamline your resources and identify key improvement areas. You will learn about building a strong Voice of the Customer program in your customer experience strategy and be exposed to customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES). Get a closer look at the methodology used in the IATA Airs@t Passenger Satisfaction Benchmark being an industry standard for airlines’ customer experience measurement. These practical tools and measures will set you up for success towards becoming a customer-centric organization.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TALG-90

Course format

  • This classroom course provides 2 days (16 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • There are no prerequisites for this course
  • Recommended level is Entry-level and Intermediate
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

Next class

Enhancing Customer Experience Through Data and Insights (Classroom, 2 days)

Switzerland, Geneva (IATA)
14 - 15 May, 2020
Register before 23 Apr, 2020 for a USD100 discount
Please register by 23 Apr
All prices are before tax. Class no: 110497 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

2 additional classes are scheduled

Enhancing Customer Experience Through Data and Insights (Classroom, 2 days)

Korea, Republic of, Incheon (IAAA-HST)
25 - 26 June, 2020
Register before 27 Mar, 2020 for a 20% discount
All prices are before tax. Class no: 110499 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

Enhancing Customer Experience Through Data and Insights (Classroom, 2 days)

China, Beijing (IATA)
24 - 25 August, 2020
Register before 26 May, 2020 for a 20% discount
Please register by 03 Aug
All prices are before tax. Class no: 110498 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

Please note that prices DO NOT include the 6% Chinese VAT. The VAT must be paid additionally if applicable to your registration.

Beijing Training Center Information

What you will learn

Upon completing this course you will be able to:

  • Identify the advantages and disadvantages of quantitative and qualitative customer data
  • Define a customer ecosystem and assess the importance of emotions in a customer journey
  • Evaluate different tools and research methods in order to establish your organizational and service KPI’s and targets
  • Create a Voice of the Customer (VoC) program to gather data and prepare insights that can be communicated to organizational stakeholders
  • Analyze and interpret key customer data and formulate it into actionable insights that drive business decisions

Course content

  • Introduction to the customer experience program and the importance of customer intelligence and analysis
  • Definition of KPIs, in-process measures and tracking using scorecards
  • Identification of key drivers of both satisfaction and frustration from passengers
  • In-depth customer data analysis
  • Communicating insights effectively to relevant business units
  • Recommendations to enhance customer satisfaction
  • Customer research

Download the Outline

Activities

  • Exercises
  • Presentations
  • Case studies
  • Discussions

Who should attend

This course is recommended for:

  • Customer insight analyst and specialists
  • Managers of customer experience, marketing, customer insight, market research, service quality, product and service development
  • Strategic and operational managers of airlines and airports

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

This course is a step toward earning an IATA Diploma in:

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