Travel companies form online customer relationships

NEWS Coach firm National Express is hoping its newly launched Qjump.co.uk website will improve the ticket-buying experience of its customers. In a £6m deal with CRM consultancy Detica, National Express has gradually introduced the ticketing service over the last few months. The construction of the site has taken two years from concept to launch and mirrors a similar move by BA. The 'world's favourite airline' is working with RightNow Technologies to improve information for customers on its site. Using RightNow's Web eService Centre the site will be able to churn out automated email responses and through self-learning technology be able to predict and anticipate customer queries.