Supercharging Customer Experience through Artificial Intelligence: FCM

FCM is leveraging disruptive technologies to reshape multi-national service of customer base that stretching over 100 countries.

Marcus Eklund, Global Managing Director, FCM told how travel industry is responding to AI revolution and how FCM will take advantage of its potential to fuel transformation and boost productivity. He said, “The age of AI presents us with immense possibilities that we are considering across the whole of our business”.

John Morhous, CEO, Flight Centre Travel Group & Architect, FCM declared that  as early user of AI, we are well placed to adopt the newest technologies to transform our business, empower our people and engage with our customers in a brand-new way. “AI has the power to enhance intelligence and creativity while deepening our expertise and insight, ” he added.

The company also revealed it is successfully piloting a solution to accelerate hotel data analysis using OpenAI to standardize data for deeper analytics by pulling in additional information like hotel quality and population density across more than 100 markets. This project is already providing valuable insights, and its scope is expected to be widened soon as FCM can now build these capabilities quicker than ever before.