Video interview: Cathay Pacific’s holistic strategy to improve the customer experience during times of disruption


Vivian Lo, General Manager of Customer Experience and Design at Cathay Pacific Airways, and member of the FTE Advisory Board, caught up with FTE’s Editor & Hub Community Manager Marta Dimitrova, following her presentation at FTE APEX Asia EXPO 2019.

Lo discussed the airline’s strategy to keep customers informed through times of disruption. “We’re in a very exciting rollout mode, as we have made a strong commitment in terms of holistically improving customer experience,” she explained. Watch the full video interview above.

The free to attend FTE APEX Asia EXPO will return to Singapore on 10-11 November, 2020. As well as a large-scale exhibition of the latest products and services for airlines and airports, the show will include Premium Conferences, free Expo Sessions, the 3rd Onboard Hospitality Forum Asia, the APEX Asia Content Market and the new FTE Air MobilityX event. Visit the website for more information.


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