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Latam Airlines expands digital presence with focus on customer journey

After more than a year in development, Latam Airlines has just started its digital transformation in Brazil with the launch of a new platform, in order to make the user’s journey simpler and more intuitive. More than offering new features, the website and the application are a part of the process of developing and optimizing an omnichannel solution that aims to reinvent the customer experience at all times of the trip. For the vice president of IT and Digital of the Latam Airlines Group, Juliana Rios, the challenge of digitalization goes far beyond the creation of a new platform. “From the moment we decided to become a digital company, we understand that this transformation is not only the construction of a new platform, but also a cultural transformation. With that, we started to reinvent the customer experience, with the aim of delivering greater ease and transparency from the moment he starts thinking about flying until the post flight”. In order for the user to have all the services at their fingertips, the functionality of the new platform was developed based on the concepts of simplicity, control, and agility. In addition to automatic check-in, which replaces in-person or online check-in, the tool issues personalized notifications, enabling passengers to receive information about their trip by email, SMS, or WhatsApp; and there is also the “My Profile” section, which allows customers to make personalized purchases in just “one click”. – https://www.panrotas.com.br/aviacao/tecnologia/2021/02/latam-airlines-amplia-presenca-digital-com-foco-na-jornada-do-cliente_179680.html