Head of Customer Experience
13:30 LEVERAGING DIGITAL TOOLS TO IMPROVE EFFICIENCY, ALLOW TRANSPARENCY AND ENCOURAGE TRUST FROM THE FIRST INTERACTION
Infinite online booking options have made the pre-packaged travel a vulnerable sector, prone to decline in the eyes of the travel community. Learn how Albatros Travel used digital tools and an internal focus on Customer experience to buck this trend while achieving the best result to date and even winning best travel agency in Denmark 2018.
- Leveraging customer journey mapping, digital tools and user-generated content to stimulate customer loyalty and boost sales
- Analysing customer touch points to identify areas for improvement
- Combining service design with customer data
- Creating an internal culture around Customer Experience