Driving Positive CSI: A Data-Analytics Approach to Improving the Customer Experience (concurrent)

April 17
4:00 PM - 4:45 PM

Kelly VanDamme
Expedia Group

Rob Minton

What key factors promote a positive customer experience? They’re changing as car rental and other modes of travel become more digitized and streamlined, and as customers wants and needs evolve. Panelists in this seminar will analyze the touch points of the rental experience, from the booking through the return of the rental car, to deliver insights and actions on how operators can increase their customers’ satisfaction. They’ll also discuss new tools to gain and assess this data.  

Moderator: Ken Stellon, Frontline Performance Group