World-leading Airline:Transforming to be service leaders to offer world-class user experience

When a traveller check-in for the flight, your first impression of the user experience will be likely be interacting the ground crew. As leaders of the HKIA (Hong Kong International Airport) of Cathay Pacific, they need to empower the front-line staff to offer their best user experience by giving just-in-time feedback and personalized care to their team. ​Partnering closely with the Cathay Academy, Chorev delivered about 15 sessions of interactive training to over 200 service leaders in 2019, integrating customized case studies, role plays, forum theatre, video-based learning and mobile polling into the program with excellent results.​

Case Details