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Royal Jordanian selects Medallia and Kantar to power new voice of the customer program

Airline enhances end-to-end flyer journey through new CX initiative.

Royal Jordanian (RJ) today announced the launch of its new Voice of the Customer program, powered by technology from Medallia, Inc., global leader in customer and employee experience, and delivered by Kantar. The new initiative has been designed to further enhance the end-to-end journey of passengers across RJ’s flight network covering 141 destinations.

Royal Jordanian’s Vice Chairman and CEO Samer Majali commented: “Improving the customer experience is at the heart of RJ’s mission, as we strive to better our business performance and deliver class-leading quality product at all journey touchpoints. Our new Voice of the Customer program has been engaging different customer segments, and we have already received 17,000 pieces of valuable feedback, which we will use to drive the RJ brand towards greater customer satisfaction and loyalty.”

RJ’s new Voice of the Customer program will capture feedback from its flyers from the moment of booking right the way through to their final destination, gathering insight at eight key touch points across the end-to-end journey. Using Medallia’s Experience Cloud and its AI-powered Text Analytics, RJ will be able to easily identify key trends from the feedback gathered from its base of flyers and use these insights to drive meaningful change to enhance the customer journey of its growing base of flyers.

“Gathering feedback and acting on that insight is the cornerstone of every successful CX strategy. Royal Jordanian has recognised the value of a comprehensive CX program, and we are delighted to be working alongside Kantar to help RJ realise their vision of customer centricity,” said Eduardo Crespo, Senior Vice President and General Manager of the UK, Ireland, and the Middle East at Medallia.

“Kantar is very excited to partner with Medallia to deliver a best-in-class NPS program to Royal Jordanian. We see the power of combining customer feedback with RJ’s internal data helping them take focussed actions, getting a full journey view as well as experience ratings with each of the touchpoints. This will enable RJ to better enhance the flyer experience and positively impact business outcomes,” said Satish Dave, Executive Director, Customer Experience, Kantar MENA.

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