CUSTOMER INSIGHT NEWS: Virgin Atlantic to overhaul digital strategy

Virgin Atlantic is undergoing a digital strategy overhaul following insights gained from customer feedback.

The airline is to tackle various elements of its digital presence, including refreshing its website, as a result of customer insight research carried out by eDigitalResearch suggested ROI and profits could both benefit.

Fergus Boyd, Virgin Atlantic’s manager of ebusiness strategy, said, “At Virgin Atlantic we obsess about the voice of the customer and customer feedback.

“Our work with eDigitalResearch in general, and on our new website in particular, has been instrumental in helping us measure the success of our new designs and improved customer experience.”