Xperience UKI 2024 | 18 June 2024 London, UK Register now

Elevating travel experiences

Britain’s second-largest airline, Virgin Atlantic has an ambition to be the most loved travel company. With its employees being at the heart of its business, the airline takes pride in its dedication to providing an exceptional customer experience. Challenged with skyrocketing volumes during the COVID-19 pandemic, Virgin Atlantic embarked on a journey to reimagine and transform its passenger experience with best-in-class digital technology. Now, with the Genesys Cloud™ platform, the airline has an all-in-one cloud solution instead of a mix of siloed systems. This has led to shorter queues, greater efficiency and reduced system costs.

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220% more interactions handled

with Genesys Web Messaging

50% decrease

in average handle time

28-point increase

in CSAT year-over-year

20% of contacts

contained with bot

When we compare Genesys Web Messaging to our previous offering, we are closing 220 percent more conversations. So, we’ve actually doubled our efficiency.

Louise Phillips

VP Customer Centres

Virgin Atlantic

I’m really excited about the future of customer experience. I think that Genesys has a nice balance between understanding that the better an agent experience we have, the better the customer experience will be.

Ceri Davies

Manager, Customer Centre

Virgin Atlantic

+44 1276 457000

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.