By Matt Wall
Publication Date: 2026-10-21 05:39:00
European airline easyJet has brought customer conversations into Microsoft Dynamics 365 Contact Centre, helping advisers find answers faster, resolve more routine enquiries automatically, and further enhance its service for customers.
The low-cost, point-to-point airline carries more than 100 million passengers a year via a fleet of more than 350 aircraft. And its 2,000-strong customer-service team handles an estimated 15 million to 20 million contacts a year in seven or eight languages.
Those conversations are often an important element of the way easyJet’s customers experience their end-to-end journey with the airline, from booking all the way until boarding their flight.
Until recently, an easyJet customer-service adviser might have needed five or six systems when helping their customers. A call arrived in one place, the contact was logged elsewhere, and moving to live chat or social media…
