Fabien Pelous, Customer Contact Centres Project Director - Air France - KLM

Retaining customers in the “switching culture” of today means that tailoring your experiences to your customer segments is key. Offering more services to customers who give you more business can ensure that they feel valued, whether that means ensuring their query is resolved in just onestep, that services are available to them on a 24-hour basis or that their level of comfort during interactions isimproved through the reduction of language barriers. Find out here why it’s important to introduce segmentation to your business in order to deliver above and beyond while increasing revenue.

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