The current luggage chaos at European airports: A Customer Experience case study in the making

By: CEM Africa Summit
CAPE TOWN, South Africa - July 29, 2022 - PRLog -- The current luggage drama transpiring across Europe, with thousands of pieces of luggage going missing causing untold frustration, and how the airlines are communicating with their passengers, is a case study in customer experience (CX) waiting to be written. In fact, there are valuable CX lessons to learn from these challenges for many affected European airlines, airports and their service providers.

As a specialist marketing discipline, CX can be summarised as the customer's perceptions and feelings resulting from interactions with a brand's products and services.

"Online or offline business, or a combination of the two, the CX is key to any organisation" says Shannon Mackrill, co-founder of the CEM Africa Summit, the continent's largest CX event, taking place from 23–24 August in Cape Town.

He explains: "The event is about separating true value from perceived and elevating the CX. This includes providing a platform that caters for detailed product information, reviews, delivery times, a good returns policy and online support. While a chatbot can augment customer experience, it does not replace the need for a real person".

Two-day expo and key content
CEM Africa
will gather 1000+ top brands and experts in CX to connect in person to share insights and rub shoulders with top operators in the space.

Some of the brightest minds from hugely successful brands, such as Discovery, Checkers, Hollard, AVBOB, FNB, Mr Price and TFG, will congregate in August for the tenth edition of CEM Africa, as well as many keen entrepreneurs and start-ups whose companies will also become household names in the near future.

The event features a two-day expo combined with key content, covering everything from personalisation, automation, AR/VR and machine learning, retention and customer journeys to data.

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