Allegiance selected by customer-centric airline to gain strategic and actionable insights from Voice of Customer program

SALT LAKE CITY--(BUSINESS WIRE)--Allegiance,
Inc., a provider of VOCi
(Voice of Customer Intelligence) technology and services, announced
today that JetBlue Airways has partnered with Allegiance to quickly
uncover insights from customer and crewmember feedback to identify areas
that can be applied to improve the customer experience. JetBlue will use
the Allegiance
Engage platform, a Customer Intelligence in the Cloud solution that
turns real-time customer and crewmember feedback into highly actionable
business intelligence.

“Being able to put it all together to see the
complete picture and then communicate that out in an integrated fashion
will provide our business leaders with the information they need to make
the right decisions for our future success.”

JetBlue is a recognized leader in customer experience, with multiple
awards for customer satisfaction and the only airline that offers a Customer
Bill of Rights. The company’s comprehensive Voice of the Customer
(VOC) program synthesizes customer feedback across all channels and
provides strategic direction to both the operations and commercial teams
based on the customer perspective. At the same time, JetBlue recognizes
the impact of crewmember feedback on customer satisfaction. After a
thorough analysis of competing solutions, JetBlue selected Allegiance
due to its ability to address all of these aspects in a single,
integrated platform.

“At JetBlue, we ensure that the Voice of the Customer is heard
throughout the organization through an integrated approach across all
levels and all departments,” said Bonny Simi, director of Customer
Experience and Analysis at JetBlue Airways. “We wanted a technology
partner that gets us to the next level of innovation, allowing us to
integrate operational, VOC and crewmember feedback data in a way that
provides our teams with actionable insights, which gets us beyond just
scores on a dashboard.”

The next step for the crewmember-customer centric company is to link the
two key measures of customer and crewmember Net Promoter®
scores. “We are excited about integrating our customer and crewmember
data in one place,” said Julia Gomez, JetBlue’s director of People
Analytics and Engagement. “Being able to put it all together to see the
complete picture and then communicate that out in an integrated fashion
will provide our business leaders with the information they need to make
the right decisions for our future success.”

“We are eager to work with a customer-focused company like JetBlue,
helping them to apply customer, employee and operational data to make
decisions that improve their business,” said Adam Edmunds, president and
CEO of Allegiance. “Combining these data sources gives companies a more
complete picture of the customer-employee experience. This can be used
to create business intelligence that drives customer-employee retention
and revenue growth.”