The CX Leader Podcast | A resource for customer experience leaders

A Soaring Transformation

Oct 29, 2024

In this engaging discussion, Talar Ozcanian, Director of Customer Experience at CAE and a winner at the 2024 US CX Awards, shares insights on digital transformation in aviation training. She talks about overcoming challenges in enhancing customer-centric training for pilots. The importance of technology integration and customer feedback is spotlighted, along with strategies for fostering a collaborative culture across teams. Talar emphasizes aligning customer experience with business outcomes and the value of the Voice of the Client program in driving satisfaction.

27:35

Creator website

Episode guests

Talar Ozcanian

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Effective customer experience transformation requires strong leadership support and a unified mission to align company goals with customer needs.

Integrating technology and actively listening to customer feedback can significantly enhance operational efficiency and elevate overall customer service delivery.

Deep dives

Customer Experience Transformation

The need for customer experience (CX) transformation was strongly influenced by the pandemic, which prompted companies to reevaluate how they serve their clients. CAE initiated changes that put customer needs at the forefront while enhancing the efficiency of their training centers. By integrating technology into the process, they were able to simplify booking and check-in procedures, which allowed for more streamlined operations. This customer-centric approach ultimately aimed to train more professionals with improved service delivery, reflecting a commitment to elevating customer experiences.

Intro

4min

Transforming Customer Experience in Aviation Training

2min

Collaborative Strategies for Enhancing Customer Experience

16min

Understanding Stakeholder Insights in Business Aviation

2min

Aligning Customer Experience with Business Outcomes

3min

Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-winning strategy. Host Sara Walker welcomes Talar Ozcanian, director of customer experience business aviation and helicopter aviation training at CAE, an aviation simulation and technology company, and winners of the digital transformation category at the 2024 US CX Awards, to discuss their digital transformation.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/a-soaring-transformation/

Learn more about CAE on their website: https://www.cae.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

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