Previously ICG initiated and then supported the implementation of a CX programme and a new approach to customer feedback measurement through CNS (Customer Needs Solution).
The client has now asked ICG to support the next stage of the programme. In Q3 this will include the roll-out of the survey to other touch points in the customer journey. As the travel industry continues to be hugely impacted by the Covid-19 pandemic, so ICG is supporting the organisation by also co-ordinating the sourcing and assessment of its customers’ Future Needs which will inform its 2021 customer strategy.