At Xperience 2026, Genesys puts an architecture around what Virgin Atlantic has been doing by instinct
When the world sneezes, aviation catches a cold.
Louise Phillips, Virgin Atlantic's Vice President of Customer Centers has worked with the airline for 16 years and recounted the situation the airline found itself in when COVID caused the ultimate disruption. That meant fleets sitting idle on tarmac and phones ringing off the hook with people trying to rebook, refund or just understand the situation. At the time, Virgin Atlantic's contact centers were running on a telephony platform that had been push-button, voice-only for 28 years. Three-quarters of the airline's North America traffic was grounded overnight, giving the centers roughly 100,000 unresolved tickets and a customer base whose main question was whether they'd ever fly again. In a conversation at Genesys Xperience in Las Vegas, Phillips told me that this was the moment that the team decided it had to be bold. The archaic system had left the team with no...
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