Discovery Questions for Selling SalesTech / Enablement Tools to Heads of Customer Experience in Airlines & OTAs

Early Discovery (Understand Current CX Priorities)

• What are your top CX goals for this year (NPS, CSAT, loyalty retention, upsell rates)?
  
• How do you currently measure customer satisfaction across journeys (booking, flight, post-trip)?
  
• What’s your biggest challenge in delivering consistent experiences across online and offline channels?
  
• How do you track and act on passenger feedback?
  
• What’s your approach to service recovery when disruptions (delays, cancellations) happen?
  
• How do you manage personalization in offers and communications?
  
• Where do you see the biggest drop-offs in the customer journey (e.g., booking abandonment, loyalty sign-up)?
  
• How do you manage upselling (seats, ancillaries, insurance) without hurting CX?
  
• What tools are you currently using for customer engagement and analytics?
  
• How do you balance automation (chatbots, self-service) with human support?
  
  

Qualification (Identify Priorities & Buying Signals)

• Are you investing more in loyalty engagement, upsell optimization, or service efficiency?
  
• How do you evaluate CX tools, speed of deployment, cost, or customer impact?
  
• Who else is typically involved in CX technology decisions (CMO, COO, CIO)?
  
• Do you prioritize enterprise platforms or specialized best-of-breed tools?
  
• How do you measure ROI of CX initiatives, increased revenue, NPS lift, cost savings?
  
• What’s your process for piloting and rolling out new CX solutions?
  
• Do you face challenges with siloed data across booking, flight operations, and support systems?
  
• How do you ensure compliance with data protection and regulatory standards in CX initiatives?
  
• How do you benchmark your CX against competitors in the travel space?
  
• Are you currently focused more on retention (loyalty) or acquisition (conversion)?
  
  

Deep Needs Analysis (Tie CX to Business Outcomes)

• What’s the cost of poor CX during a major disruption (e.g., flight cancellations, outages)?
  
• How does service quality affect loyalty program engagement and repeat bookings?
  
• What would a 5–10% improvement in NPS mean for customer retention and revenue?
  
• How do CX failures impact call center costs and agent productivity?
  
• What revenue leakage occurs due to abandoned bookings or poor upsell execution?
  
• How do you quantify the impact of proactive communication on customer satisfaction?
  
• What’s the impact of inconsistent omnichannel experiences on churn?
  
• How do you measure the contribution of CX to ancillary revenue (seats, bags, add-ons)?
  
• What KPIs are tracked at board level for CX performance?
  
• How do you see AI-driven personalization or predictive support shaping your strategy in the next 2–3 years?
  
  

How Pepsales AI Helps Heads of Customer Experience in Airlines & OTAs

Pepsales AI empowers sales teams to connect sales enablement solutions to customer satisfaction and revenue uplift in travel.

What You Get:

• Persona-specific discovery questions mapped to CX metrics (NPS, loyalty, upsell conversion)
  
• Real-time call guidance to navigate conversations with CX leaders
  
• Insights that tie sales enablement to measurable outcomes (reduced churn, increased loyalty engagement, higher upsells)
  
• Automated meeting summaries for smoother alignment between CX, operations, and marketing teams
  
  

For CX leaders, this means better personalization, smoother disruption management, and clear ROI on CX investments.

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