Virgin Atlantic selects Conduent to manage its customer experience

Florham Park-based Conduent Inc. on Thursday said it has been chosen by Virgin Atlantic, the U.K.-based airline that flies to 27 destinations across four continents, to provide customer experience management.

Conduent CXM teams are managing rebookings and providing general customer support, which includes flight changes and cancellations. These are some of the most challenging issues for travelers, so Virgin Atlantic is leveraging Conduent’s human-centric approach to CXM to achieve a high level of customer satisfaction.

“Our vision is to become the most loved travel company, and we strive to ensure that, when our customers need to speak to us, our contact center always provides a prompt and exceptional customer service experience,” Louise Phillips, vice president, customer centres, at Virgin Atlantic, said. “Conduent’s strong experience in travel and hospitality, along with their talented people and processes, gave us the confidence they were the right partner to support our vision and become an extension of our contact center team.”

The CXM teams are providing live agent support, primarily for Virgin Atlantic’s U.K. and U.S. customers, Virgin Atlantic’s two primary markets. It is anticipated in the coming months that Conduent may expand its services to support additional client needs.

“Conduent recognizes the importance and value of customer loyalty, which is earned with every customer interaction,” Jeff Weiner, vice president, general manager for customer experience management at Conduent, said. “With more than 15 years of experience in the travel and hospitality sector, we have developed the training, technology and processes to empower our agents to empathetically work with customers to address their needs and help strengthen their relationship with exceptional brands like Virgin Atlantic.”