Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service - CX Today News
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Published: June 27, 2023

Rob Scott

Rob Scott

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Watch on YouTube.

CX Today’s Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines.

We reflect on why Frontier chose to get rid of its contact center voice channel, discussing:

  • Why did Frontier make the decision?
  • How it used conversational AI to plug the gap
  • The outcomes so far
  • Lessons for brands considering a similar move

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