Customer Experience Transformation | Travel Case Study Digital Transformation Programs in global website, Passenger Reservations, Airport Customer Service and Crew for one of the Leading Airlines in North America The legacy technology systems of one of the Leading Airlines in North America, led to a poor speed to market along with falling CSAT scores. Hexaware implemented digital transformation by modernizing the airline’s legacy systems as well as improving the website’s usability. Using API based interfaces, we were able to create a seamless workflow across all the systems. We created an intuitive UI for their website to bring a consistent user experience for agents and passengers. Key highlights of this engagement: Over 80% in CSAT scores 23% YOY increase in revenue 10-30 seconds reduction in overall agent handling time A consistent mobile experience for all passengers