Cathay Pacifics CustomerCentric Design Thinking Journey Joseph Chan Ghassan Moazzin John Wong Jun Yang 2024
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I am writing this email on behalf of Cathay Pacifics’s design team (“Cathay”), reporting on their innovative Customer Centric Design Thinking journey with its four key pillars: empathy, understanding, insight, and collaboration. Since 2012, we have been conducting the Customer Centric Design Thinking workshops with Cathay on a quarterly basis, and I was invited to join the facilitator’s team. To put things in context, Cathay is the world’s largest Asian
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“In the early 2000s, Cathay Pacific struggled with declining air traffic. hop over to these guys They could not meet the demands of their customers and revenue targets. It wasn’t only passenger traffic decline that led the airline to this stage of crisis. It was more because of the lack of customer-centric design thinking in the company. “Despite its name, Cathay Pacific was not focused on serving the customers well. In fact, Cathay Pacific focused on its bottom line, its shareholders’ returns, and how
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“CustomerCentric Design Thinking: Cathay Pacific’s Journey Cathay Pacific is not a traditional airline. It goes beyond “airline” to “airline of the people’. Cathay Pacific has a longstanding heritage of innovation and quality that dates back to its founding in Hong Kong in 1945. In 1963, the first ‘airline of the people’ – Cathay Pacific – was established. This “people airline” was a distinct departure from the traditional airline that cater
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I was recently involved in a discussion with Cathay Pacific about their CustomerCentric Design Thinking Journey. I had the chance to learn from Joseph Chan, a customer experience manager, and Ghassan Moazzin, the chief designer, about their approach. Cathay Pacific is the biggest Asian carrier by passengers and revenues. In 2020, they made over $2.1 billion in revenue and served 141 million passengers. Cathay has over 700,000 employees, and customer experience
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I love Cathay Pacifics customer-centric design thinking journey. They have always strived to create a personalised and relevant experience for their customers. I remember the first time I flew from Hong Kong to Europe, and my agent at Cathay Pacifics was incredibly attentive to my needs. She even went the extra mile to ensure that I booked a window seat and aisle seat. This experience made a lasting impression on me, and I continue to return to Cathay Pacifics today as a regular passenger. I love the airline
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Cathay Pacific is a great airline, renowned for its quality customer service and excellent flight experience. Their customer-centric design thinking journey stems from their commitment to provide excellent customer experience to their passengers. This journey has been the key driver in shaping Cathay Pacific’s corporate culture, from its core values to its everyday operations. Cathay Pacific has achieved much success by embracing design thinking, which is the process by which innovative solutions are created from the customer’s perspective. It aims to enhance customers’ needs
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Air travel has changed dramatically over the last 10 years, from an experience that was mostly reserved for the well-heeled and the few with the means to pay for the privilege of flying, to one that is more accessible and widely available, yet less expensive than the past. This evolution has been shaped by the proliferation of new technologies, new competitors, new regulatory regimes and consumer demands, all of which have altered the landscape and driven a shift in customer preferences. As we look towards the next decade,