Creating Next Generation Loyalty
Ahonen, Heidi (2021)
Ahonen, Heidi
2021
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105077741
https://urn.fi/URN:NBN:fi:amk-202105077741
Tiivistelmä
The purpose of this thesis is to describe the development process in creating next generation loyalty service in Finnair. The goal was to improve the customer experience by defining more effective ways of working and processes for customer service agents in serving customers while building a new platform. The planned outcome was to improve the customer experience by increasing the efficiency of customer service work and shortening the length of customer calls. Service design methods were used to define and understand the actual process and future needs. The development project was executed by using agile way of working. The success of the work and needs for further development were collected by a questionnaire sent to all users after go-live. To cover the purpose research questions were set for describing the current platform, which were the obstacles to hinder improving the loyalty customer service, how the goals were met and what are the future development items to ensure progress also in the future. Completion of the work is an enabler for future steps.