Cathay Pacific Airways


How Cathay Pacific Improves Customer Loyalty and Experience through their Customer Community

Cathay Pacific Airways is the leading airline across Asia Pacific. Voted by airline passengers across the globe, Cathay Pacific has continued to lead in the top 3 as one of the World’s Best Airlines since 2010 (Source: World Airline Awards).

Unlike many of its competitors in the airline industry, Cathay Pacific has put the voice of the customer at the heart of innovation across the company. Through its customer community Cathay Pacific Insights, Cathay engages consistently with thousands of customers globally in over 17 countries, in a variety of ethnicities and across 4 languages — to help shape business decisions and the direction of the company.

Learn how Cathay Pacific has put the voice of the customer at the heart of business decisions:

  • Marketing: 2014 Re-brand: Life Well Traveled, Cathay Pacific website
  • Customer Experience: The Bridge in Hong Kong and other airport lounges, in-flight experience, the merchandising program
  • Product Innovation: amenities kit design, seat design

Bashuli Sane, SPEAKER

Product Manager, Performance Measures,
Cathay Pacific Airways

Bashuli Sane, Product Manager, Performance Measures at Cathay Pacific Airways, shares how placing the customer at the heart of the business, has resulted in better decision-making and higher ROI throughout the organisation.

Watch the 3-minute video on Cathay’s Customer Journey.

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