SQ launching new CEM system

[bent]

Hopefully their new Customer Experience Management scheme that will be launching for the premium pax, together with the redesigned lounges and new seats coming in by year end will help a bit..

[SMK77]

...new Customer Experience Management...

Can you share a little bit more on this? My PPS experience recently has been rather disturbing: I have never seen such an inconsistent delivery both onboard and from PPS service.

[SMK77]

This is what I found on CEM:

http://www.singaporeair.com/pdf/it-p...3-main-cem.pdf

[Savage25]

This is what I found on CEM:

http://www.singaporeair.com/pdf/it-p...3-main-cem.pdf

Don't hold your breath. Back when I worked for a consultancy about 10 years ago, SQ was talking to us about something like this.

Their problem is that despite the name, they are looking at it as an IT system to be delivered by an IT vendor without really thinking about what it means and takes to be a customer-focused organization.

[CarbonMan]

Thanks for the link, SMK77. Looks like the standard CYA GLC tender document for a standard CRM system, which I am surprised to bits that they yet to have one! I'm beginning to see that they have not moved much since the eighties with some of their functions still on batch jobs. Horrors.

[Wan1dap]

New CEM system

http://www.singaporeair.com/jsp/cms/...s/ne130523.jsp

This should be interesting.... There's no way Accenture could design and develop a new system in just over one year, so I hope they mean "select a suitable off-the-shelf system". There are many.

[Kyo]

Well, if Accenture can make a difference, we'll welcome it...

[CarbonMan]

Great! All the right words! Now for some action please!

[scooby5]

I doubt this is directly related to the website for booking and other matters, this looks purely a CRM type back office assistance. I believe it still leaves a gaping hole where a functional webpage should be.

[jammed]

did anybody come across in mypaper, think its at the back of the paper, this interview with SQ SVP Products (and dont know what else)? He responded to qns abt everything, from poor (flop) NEW website, deteriorating pax service to CEM. I remember reading somewhere ions ago: to say many words, yet not say anything at all, its an art

[MAN Flyer]

Posts about this moved from the other thread.

Don't hold your breath. Back when I worked for a consultancy about 10 years ago, SQ was talking to us about something like this.

Now that it's announced who has got the contract, guess what you-know-who is doing ?.

[Savage25]

Now that it's announced who has got the contract, guess what you-know-who is doing ?.