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CASE STUDY

Chief Customer Officer Outcome — CSM Transformation at a Major Airline

A flag-carrier airline rebuilt customer service after irregular-operations chaos — CSAT +22 points and call AHT down 31%.

May 9, 2026 · 2 min read · By admin
At a glance
+22 KEY METRIC
Industry
transportation
Topics
CSM · Now Intelligence / AI · Servicenow
Published
May 2026
Headline outcome
+22 CSAT +22 points year 1

Measured outcomes

What this programme actually delivered.

+22

CSAT +22 points year 1

31%

Average handle time down 31%

+15

First-contact resolution +15 points

28%

Agent attrition down 28%

The challenge

An IT outage during peak holiday travel had exposed brittle customer service infrastructure. The CCO had a public commitment to the board: lasting fix, not lipstick. Customer profiles were fragmented. Agents had 11 systems. CSAT was 18 points behind industry leaders.

What we built

ServiceNow CSM as the agent desktop. 11 source systems integrated for unified passenger view. Now Assist agent assist (next-best-action, summarization, draft replies). Voice + chat + email + social channelized to common queues. Irregular-ops playbooks codified into workflow.

Outcomes

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