Covering Disruptive Technology Powering Business in The Digital Age

Home > Archives > News > Qualtrics reinvents THAI Customer Experience
Qualtrics reinvents THAI Customer Experience


Qualtrics has been selected by Thai Airways International Public Company Limited (THAI), to boost the airline’s unified customer experience management programme.

THAI will be using the Qualtrics Experience Management Platform to synchronise useful customer feedback and deliver personalised experiences to its customers in real-time.

According to the International Air Transport Association (IATA), the air travel market has been growing steadily and Asia-Pacific airlines have been leading the growth with around 34% share of the global market. To capitalise on the immense potential of the market, THAI has identified drivers for sustainable growth, including identifying customer service excellence as a top priority.

Equipped with over 70 languages, the Qualtrics Experience Management (XM) Platform will facilitate THAI’s efforts to analyse customer feedback from over 20 million passengers globally. THAI will employ Qualtrics iQ which is a set of advanced intelligent features built directly into the XM Platform. Powered by machine learning and artificial intelligence, iQ will allow THAI to easily conduct digital surveys, perform sophisticated text analysis, and determine statistically based drivers of behaviour.