• Thought Leadership & Brand

[VIDEO] APEX Insider: Part One – Inside the Qantas Centre of Service Excellence

June 3, 2019  | Written by Stephanie Taylor

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APEX Insider takes viewers on the road, visiting airlines and suppliers across the globe. In this episode, APEX Media director Maryann Simson chats with Qantas’ Philip Capps at the airline’s Centre of Service Excellence in Sydney.

In the second episode of this season’s APEX Insider, APEX Media director Maryann Simson visits the Qantas Centre of Service Excellence (CoSE) in Sydney, Australia, to talk with Philip Capps, Qantas’ head of Customer Product & Service Development.

In the first part of a two-part interview, Capps explains how and why the CoSE “is a great asset for Qantas,” helping the airline with training, new product development and customer research. He points out, “The way the digital and physical interact is becoming more and more important for us to solve over time.”

Capps also touches on what is key to customer service success, which he says is “agnostic to sector length.” In-flight Wi-Fi, however, is indeed affected by geography, with Capps confirming Qantas will only introduce connectivity on international routes once it can deliver the high speeds available across the domestic network through its Viasat-powered service.

To view the second part of the interview, click here.

This episode of APEX Insider was made possible by Bluebox Aviation Systems.