The CX Leader Podcast | A resource for customer experience leaders A Soaring Transformation
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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.
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CAE's Award-Winning Transformation
- CAE, an aviation simulation and technology company, won the digital transformation category at the 2024 US CX Awards.
- Their transformation involved putting customers at the heart of everything while improving training center efficiency.
Pandemic as a Catalyst for CX
- The pandemic prompted CAE to rethink their customer service processes and overall CX strategy.
- This led to the creation of a dedicated CX team and the implementation of routine voice-of-customer reviews.
Aligning CX Strategy and Surveys
- Define a clear CX strategy and mission statement, aligning with business leaders.
- Ensure survey questions directly support actionable improvements and align with the overall strategy.