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Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences.
Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

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Delivered by Progressive Thought-Leaders

 

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The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free.
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Delivered by the industry's most progressive thought leaders from the world's top brands.
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The World's leading Oil & Gas online event

Virtual Conference

July 11, 2022

The world's leading Cultural Transformation Industry online event

Virtual Conference

July 26, 2022

Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The World's leading Enterprise Architecture Industry online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence industry online event

Virtual Conference

August 16, 2022

The world's leading RPA & IA Industry online event

Virtual Conference

August 23-25, 2022

The world's leading Digital Process Automation Industry online event

Virtual Conference

June 21, 2022

The world's leading Blockchain Industry online event

Virtual Conference

September 6-8, 2022

The world's leading Oil & Gas online event

Virtual Conference

July 12, 2022

The world's leading Cultural Transformation online event

Virtual Conference

July 26, 2022

The Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The world's leading Enterprise Architecture online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence online event

Virtual Conference

August 16, 2022

Award-Winning Case Study: United Airlines

Paper submitted by: Anil Nair and Tarundeep Suri

Business Case:
Customer Relations plays a critical role in recovering customers who perceive disservice during the travel value stream. Hence, when the customer complaints to customer relations about their experience, it is important they feel satisfied with their interaction with customer relations. To measure this satisfaction, a monthly customer survey was implemented in May 2007 to capture customer satisfaction before and after contacting customer relations. The results from this survey for May-Aug 2007 indicated that our customers’ satisfaction with customer relations process was below the goal. Based on additional data available and direct customer feedback (VOC) to senior company officers, it was determined that our offshore contact center (hereby referred to as OFCC), which handles majority of the customer complaints, was causing significant customer dissatisfaction. 

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Operational Excellence Award Winning Case Study: United Airlines on BTOES Insights Now

BTOES Insights is created in partnership with BTOES17, the largest-scale leadership level event in the Business Transformation & Operational Excellence industry. To learn more about BTOES17, click here.