Flight Centre, one of the world’s largest travel retailers, is leveraging a new AI-powered customer experience program developed to enhance customer experience and agent productivity.

The program allows Flight Centre to capture, analyse, and act on structured and unstructured feedback from various channels, including emails, chat, messaging, social, online review, and traditional surveys.

The AI-powered program provides Flight Centre with a comprehensive understanding of the customer experience and sentiment across the entire customer journey and around key buying decisions. The travel agent is one of the first organisations in the Asia Pacific to use Qualtrics’ AI-powered conversational analytics and natural language processing technologies.

Since early 2024, Flight Centre has analysed millions of sentences of unstructured feedback shared by customers with the experience management platform, with plans to scale to additional feedback channels in the future.

“While the needs, expectations, and behaviours of travellers continue to change at an accelerated rate, Flight Centre is able to deeply understand and respond to their needs better than ever before with Qualtrics. Listening and responding to feedback has always been critical to our Team, and with the new capabilities we’re able to uncover even more actionable, specific insights that can help us deliver greater services, experiences, and products for our millions of customers,” said Andrew Stark, Global Managing Director, Flight Centre.

“To deliver the personalised, human experiences customers are looking for today, organisations need the ability to improve every experience in the moment, across every channel and engagement that matters. Using Qualtrics AI, organisations like Flight Centre are pioneering an impactful new age for experience management by deepening their ability to understand and meaningfully respond to their customers, which is driving greater outcomes for customers alongside bottom-line business impact,” added Brad Anderson, President of Product, UX, and Engineering at Qualtrics.

Flight Centre Travel Group is one of the world’s largest travel retailers and corporate travel managers, with a market capitalisation in the order of $AU4.5 billion. Qualtrics, the creator of the experience management category, is a cloud-native software provider that empowers organisations to deliver exceptional experiences and build deep relationships with their customers and employees.