Redefining CX in Travel: Putting Customers First in an Automated World | Interview with Andrew Budiman

In this episode of CX Unlocked, join Andrew Budiman, former VP of Customer Experience at Singapore Airlines, as he shares invaluable insights from his extensive career in the travel and hospitality sector. Andrew dives into how cultural nuances shape customer expectations and identifies industry fragmentation as a key challenge to delivering seamless CX. Discover how companies can harness automation and data to bridge these gaps—while balancing cost efficiencies with a personalised, frictionless approach.Andrew also examines how airlines and airports are leveraging automation, the risks of over-reliance on tech, and the critical role of clear communication in enhancing customer satisfaction. This episode is packed with actionable takeaways for leaders navigating CX in a rapidly evolving landscape. Find out how we can improve your CX: https://toku.co/?utm_source=youtube&utm_medium=organic Get updated on the latest in CX: https://www.linkedin.com/company/toku-global/ Follow Andrew here:LinkedIn - https://www.linkedin.com/in/andrew-budiman/Follow Rosaline here: LinkedIn - https://www.linkedin.com/in/rosalineoh/Want to watch it on YouTube instead? https://youtu.be/O9FPrshc8QA #customerexperience #customerjourney #business #digitaltransformation #businesstransformation #customersatisfaction #cxunlocked #travel #hospitality

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