LATAM, one of the leading airlines in Latin America, recognized the importance of thoroughly understanding the needs and preferences of its customers who make purchases through indirect channels. In order to improve the customer experience on these channels, LATAM partnered with Izo to carry out an exhaustive analysis and strategy design.

Izo's team of experts worked closely with LATAM to identify and understand the different archetypes and buying behaviors of customers who prefer to purchase their air tickets through indirect channels. Detailed studies were carried out to analyze the main factors that influence the purchase decision, customer satisfaction and the effort perceived during the buying process.

Thanks to this in-depth analysis, LATAM obtained valuable information about the needs, expectations and pain points of customers using indirect channels. With this knowledge in mind, specific improvement proposals were developed aimed at optimizing the customer experience on the airline's direct channel.

The improvement proposals focused on offering a more fluid, personalized and satisfying experience to customers who choose indirect channels to purchase their air tickets. Measures were implemented to simplify the purchasing process, improve accessibility to relevant information, and provide exceptional customer service at all stages of the trip.

The result of this collaboration was a notable improvement in the customer experience in LATAM's indirect channels. Customers experienced a more intuitive and seamless buying process, leading to an increase in customer satisfaction and loyalty. Thanks to the partnership with Izo, LATAM was able to strengthen its position as a leader in the aviation industry and lay the foundations for continued growth in the future.