Case Study: Global Travel Leader achieves improved CX and KPIs with Verint Systems' Experience Management

Global Travel Leader - Customer Case Study

A global travel leader needed a single, cross-functional view of customers to surface and resolve experience issues before they hurt KPIs. Teams across digital, voice of the customer, IT, marketing, and revenue needed visibility into feedback and behavior across web, mobile and app channels to identify where journeys break down and why customers contact the call center.

The company deployed Verint Experience Management—leveraging survey management, predictive modeling and behavioral/attitudinal correlation—to create an early-warning system that pinpoints process failures, measurement gaps, and opportunities for personalization and UX testing. As a result, the business improved key metrics such as CSAT and digital containment, enhanced customer-journey data, and prioritized high-impact fixes across channels.