Orbitz deployed Clarabridge to collect, analyze, and operationalize information from every stage of the customer journey. This was part of Orbitz’s plan to embed customer insights throughout the organization. With a program in place to both intelligently and consistently analyze the feedback and provide actionable insights, Orbitz was able to expand their feedback collection to get data from every encounter with the customer.
Thanks to their customer-centric focus, Orbitz is now able to provide an excellent customer experience. They have not only won the hearts of their customers, but industry accolades as well–the American Customer Satisfaction Index named Orbitz the #1 travel website in overall customer satisfaction, and ranked Orbitz Rewards as the #1 travel rewards program.