Thales provides a wide range of services, technology, and equipment to businesses in aerospace, space, transportation and defence sectors. Globally, they architect solutions that support 85 million mainline and suburban passenger journeys each day. Their rail signalling and communication systems are used in 16 countries on more than 52,000 trains per day covering 40,000 miles. With an advanced ticketing system, more than 50 million ticketing transactions are processed in 100 cities daily. Customer satisfaction is always on top of the mind for airlines. Unhappy or disengaged customers mean fewer passengers and hence less revenue. Research suggests cumulative ROI on a Customer Experience (CX) program for airlines over 7 years is greater than 150%. However, the efficiency of a

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