Conduent Incorporated (Nasdaq: CNDT), a global technology-led
business process solutions company, announced today that it has
been chosen by Virgin Atlantic, the U.K. based airline that flies
to 27 destinations across four continents, to provide customer
experience management (CXM).
A Media Snippet accompanying this announcement is
available by selecting the image or link below:
Conduent CXM teams are managing rebookings and providing general
customer support, which includes flight changes and cancellations.
These are some of the most challenging issues for travelers, so
Virgin Atlantic is leveraging Conduent’s human-centric approach to
CXM to achieve a high level of customer satisfaction.
“Our vision is to become the most loved travel company, and we
strive to ensure that when our customers need to speak to us, our
contact center always provides a prompt and exceptional customer
service experience,” said Louise Phillips, Vice President, Customer
Centres at Virgin Atlantic. “Conduent’s strong experience in travel
and hospitality, along with their talented people and processes,
gave us the confidence they were the right partner to support our
vision and become an extension of our contact center team.”
The CXM teams are providing live agent support, primarily for
Virgin Atlantic’s United Kingdom and United States customers,
Virgin Atlantic’s two primary markets. It is anticipated in the
coming months that Conduent may expand its services to support
additional client needs.
“Conduent recognizes the importance and value of customer
loyalty, which is earned with every customer interaction,” said
Jeff Weiner, Vice President, General Manager for Customer
Experience Management at Conduent. “With more than 15 years of
experience in the travel and hospitality sector, we have developed
the training, technology and processes to empower our agents to
empathetically work with customers to address their needs and help
strengthen their relationship with exceptional brands like Virgin
Atlantic.”
Conduent provides mission-critical omnichannel customer
experience management services and solutions, both human and
digital, via its more than 37,000 customer experience associates
delivering services from a blend of 100 global sites and work at
home locations. Conduent CXM teams, who support 20 languages and
manage more than one billion customer interactions annually, are
working with clients across a range of industries.
About ConduentConduent delivers technology-led
business process solutions for businesses and governments globally
– creating exceptional outcomes for its clients and the millions of
people who count on them. Through a dedicated global team of
approximately 60,000 associates, process expertise, and advanced
technologies, Conduent’s solutions and services digitally transform
its clients’ operations to enhance customer experiences, improve
performance, increase efficiencies, and reduce costs. 80 percent of
Fortune 100 companies and more than 600 government entities count
on Conduent as a strategic partner. Conduent adds momentum to its
clients’ missions in many ways including delivering 43 percent of
nutrition assistance payments in the U.S., enabling 1.3 billion
customer service interactions annually, empowering more than 11
million employees through HR services every year, or processing
nearly 12 million tolling transactions every day. Learn more
at www.conduent.com.
About Virgin Atlantic Virgin Atlantic was
founded by entrepreneur Sir Richard Branson in 1984, with
innovation and amazing customer service at its core. In 2022,
Virgin Atlantic was voted Britain’s only Global Five Star Airline
by APEX for the sixth year running in the Official Airline Ratings.
Headquartered in London, it employs over 7,500 people worldwide,
flying customers to 27 destinations across four continents.
Virgin Atlantic recently continued its expansion in the US,
announcing a new route to Tampa from November 2022, following the
launch of flights to Austin in May 2022.
Alongside shareholder and Joint Venture partner Delta Air Lines,
Virgin Atlantic operates a leading transatlantic network, with
onward connections to over 200 cities around the world. On 3
February 2020, Air France-KLM, Delta Air Lines and Virgin Atlantic
launched an expanded Joint Venture, offering a comprehensive route
network, convenient flight schedules, competitive fares and
reciprocal frequent flyer benefits, including the ability to earn
and redeem miles across all carriers. Virgin Atlantic is also set
to join the global airline alliance SkyTeam in 2023. Virgin
Atlantic will become SkyTeam’s first and only UK member airline,
enhancing the alliance’s transatlantic network and services to and
from Heathrow and Manchester Airport.
Sustainability remains central to the airline, which is
committed to achieving net zero by 2050. To meet this goal, Virgin
Atlantic welcomed the first of 16 A330-900neos in October 2022. The
A330-900neos are equipped with the most fuel-efficient engines and
designed to be 11% more fuel and carbon efficient than the
A330-300s that they replace and deliver a 50% reduction in airport
noise contour. These investments reaffirm the airline’s dedication
to flying one of the youngest and most fuel-efficient fleets in the
skies, resulting in the reduction of carbon emissions by 20%,
increasing to 30% in 2027.
Media Contacts:Robert Corbishley, Conduent, +44
(0)7703 516569, robert.corbishley@conduent.com Lisa Patterson,
Conduent, +1-816-305-4421, lisa.patterson@conduent.com
Investor Relations Contact:Giles Goodburn,
Conduent, +1-203-216-3546, ir@conduent.com
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TrademarksConduent is a trademark of Conduent
Incorporated in the United States and/or other countries. Other
names may be trademarks of their respective owners.
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