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Norwegian Air is soaring with experimentation
Discover how Norwegian Air enhances customer satisfaction and efficiency by embracing self-service, experimentation, and cutting-edge digital technology.
Industry
Transportation
Company
Products used
Content Management SystemWeb Experimentation
Meet Norwegian Air
Putting customers in control with self-service excellence
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Trusting the numbers: Norwegian Air’s experimentation and AI success
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"It's not like grey-haired people like me in suits that know what is best for the customer. It's the customer themselves, and that's what we need to find out and see.” - Knut Olav Irgens Høeg, Chief IT & Business Officer
Building a unified customer journey
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“Customers of Norwegian are so much more digital than any customer of any other airline." – Knut Olav Irgens Høeg, Chief IT & Business Officer
Reflecting on 15 years with Optimizely
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"At the end of it, it’s about that cooperation, that trust between the companies and the potential impact." - Knut Olav Irgens Høeg, Chief IT & Business Officer
The road ahead: Innovation, personalization, and partnerships
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Beyond the ‘Hippo’: Committing to data-driven innovation
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Building a culture of experimentation
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Most changes to the front end of the customer experience have been based on data and increasingly less on gut feeling or the sort of hippo as you call them." - Magnus Jorde, Senior UX Designer & A/B Test Lead
The value of failure: Why experimentation is more than winning
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“We are very keen to share the results of all tests, and with that we also have a culture in this team of celebrating your failures.” - Magnus Jorde, Senior UX Designer & A/B Test Lead
Strengthening decision-making at Norwegian
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Conclusion
Norwegian Air’s focus on innovation and data-driven decisions has elevated their customer experience and digital platforms. By embracing experimentation with Optimizely, they’ve refined their booking flow and created a more personalized journey for passengers, driving improved customer satisfaction.
Optimizely has been key to this transformation, offering the tools and insights to make swift, informed decisions. This partnership has empowered Norwegian to stay agile and lead the way in digital innovation within the airline industry.
As Norwegian continues to expand and enhance their offerings, they’re poised to remain ahead of the competition, shaping the future of air travel with Optimizely’s support.