Virgin Atlantic Selects Conduent to Support Customer Experience

Conduent, a global technology-led business process solutions company, announced that 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 (CXM).

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 centre always provides a prompt and exceptional customer service experience,” said Louise Phillips, Vice President, Customer Centres at Virgin Atlantic. “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 centre team.”

The CXM teams are providing live agent support, primarily for Virgin Atlantic’s United Kingdom and United States 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,” said Jeff Weiner, Vice President, General Manager for Customer Experience Management at Conduent. “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.”

Conduent provides mission-critical omnichannel customer experience management services and solutions, both human and digital, via its more than 37,000 customer experience associates delivering services from a blend of 100 global sites and work at home locations. Conduent CXM teams, who support 20 languages and manage more than one billion customer interactions annually, are working with clients across a range of industries.

About Conduent

Conduent delivers technology-led business process solutions for businesses and governments globally – creating exceptional outcomes for its clients and the millions of people who count on them. Through a dedicated global team of approximately 60,000 associates, process expertise, and advanced technologies, Conduent’s solutions and services digitally transform its clients’ operations to enhance customer experiences, improve performance, increase efficiencies, and reduce costs. 80 percent of Fortune 100 companies and more than 600 government entities count on Conduent as a strategic partner. Conduent adds momentum to its clients’ missions in many ways including delivering 43 percent of nutrition assistance payments in the U.S., enabling 1.3 billion customer service interactions annually, empowering more than 11 million employees through HR services every year, or processing nearly 12 million tolling transactions every day.

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