Sustaining top quality customer experiences, loyalty and retention on a worldwide basis is challenging for any business, but this is especially true for airlines. Whether its in the air, at airports or during the course of a support interaction, customers expect the same high levels of customer service across all channels. But this is easier said than done. The breadth of services and skills required to support an airline are complex. Add to this the back-end systems that need to be available on a non-stop basis, the number of languages and markets that need to be supported round-the-clock, the large peaks in business levels and the need to cope with unexpected crisis situations, and the customer experience (CX) challenge for airlines is clear.