Session: Customer Case Study

Air France Cares. Elevating Loyalty and the Passenger Experience at a Top 5 Global Airline

Date and Location

June 3, 2019, 11:45AM - 12:30PM
Chairman's Ballroom 359


  • Alexis Corbasson
    Head of Customer Care
    Air France
  • Franck Revel
    IT - Application Software Development
    Air France

The travel industry is being disrupted. More travelers, more choices and competitive prices are challenging airlines to differentiate. Increased loyalty is something that every business in the travel industry strives for. Improving the passenger experience before, during and after flights, effectively responding to customer needs, building loyalty and new revenue opportunities is critical. It is a nature of the business when Airline passengers face inconveniences due to weather or other travel anomalies. Built on Pega, I-Care, is the heart of our Customer Intimacy strategy. I-Care has allowed Air France to generate a 15% productivity gain for 1,000 agents allowing them to spend more time on customer interactions and in resolving complex service cases. I-Care delivers a consistent measurement for agent performance and is well on the road to adding fully automated self-service for Air France passengers.