A Teleperformance client since 2013, Hawaiian Airlines has seen the impact of analytics first-hand, even before the crisis hit in early 2020. By applying analytics to different business areas, the airline has gained real-time visibility into customer needs, perceptions, and pain points, enabling them to deliver positive experiences and increase loyalty. Additionally, critical insights gathered through analytics also allowed them to monitor and improve agent performance, resulting in a reimagining of its inbound channels and a significant increase in its offer and conversion rates.