Susanne Carberry Discusses Aer Lingus’s Contact Center Migration Success
Back in March 2024, we were delighted to be joined by Susanne Carberry, Chief Customer Officer at Aer Lingus for a webinar looking at cloud contact centers and the success of the Aer Lingus migration to Amazon Connect. You can watch the full webinar HERE.
Introduction to Change
Susanne Carberry, Chief Customer Officer at Aer Lingus, has been at the forefront of transforming the airline’s approach to customer service.
Recognizing the limitations imposed by outdated systems, Susanne spearheaded a move towards modernization. “Our focus has always been on enhancing the customer experience, but our technology hadn’t kept pace with our ambitions,” Susanne explains.
The Need for Modern Tools
The drive to overhaul the contact center was critical, as Susanne noted, “It had become clear that voice communication alone was no longer sufficient to meet the diverse needs of our customers”.
This realization prompted the integration of Amazon Connect, which introduced both voice and chat capabilities, thus broadening the avenues through which customers could engage with the airline.
Leveraging Automation for Efficiency
A key component of the new system was the use of automation to streamline operations. Susanne highlighted its impact, saying, “Automation has been pivotal in allowing our agents to allocate more time to provide personalized service where it’s most needed”.
This shift not only improved operational efficiency but also enhanced the job satisfaction of agents who could now engage in more meaningful interactions with customers.
Evaluating Aer Lingus Contact Center Migration Success
The results of these changes have been overwhelmingly positive. Susanne proudly shared, “Our metrics tell a compelling story—higher answer rates, reduced wait times, and customer satisfaction rates consistently above 90%”. These achievements reflect the successful adaptation of the contact center to contemporary customer service demands.
Future Directions
Looking at the future, Susanne remains committed to pushing the boundaries of what is possible in airline customer service. “Our journey doesn’t end here. We plan to expand our use of technology to include more channels and further enhance our automation capabilities” she stated.
This forward-looking approach ensures that Aer Lingus will continue to innovate in ways that enrich customer interactions and streamline processes.
Conclusion
Under Susanne Carberry’s leadership, Aer Lingus has successfully navigated the complexities of modernizing its contact center.
The strategic implementation of Amazon Connect has not only revitalized the airline’s approach to customer service but also set a benchmark for the industry.
As Aer Lingus continues to explore new technologies and strategies, Susanne’s vision for a customer-centric airline remains clear and compelling.
