Customers are at our heart, says Graham Cook, Group Head of Digital Operations, Thomas Cook, in a video interview in preparation for his keynote address at the Customer-Centric Innovation in Travel Day (May 4, London). As part of our media partnership with the event, eHotelier readers can enjoy 20% on all tickets for the Conference.
Understanding modern travelers preferences for personalised, seamless experiences is crucial to reclaim direct, profitable relationships with them.
But placing customers at the heart of travel is no easy feet. It requires a shake-up of traditional business models and investment in innovative technology, thinking and operations.
“Customer experience is critically important. It’s about removing barriers, making it simpler for them and wowing them. As an organisation you have to be very clear on how you put customers at the heart of business,” Graham Cook, Group Head of Digital Operations, Thomas Cook.
The underlying trend is to make sure that any evolution in the customer journey is a positive one. World-class customer experience will be the defining trait of travel companies that thrive in the next five years.
But, as Graham Cook highlights, this requires a considerable investment of resources as well as a willingness to experiment and make continual improvements.
This year will be a key turning point in travel. To help travel brands navigate this complex and rapidly developing shift, OCC have built a unique and highly valuable forum, taking place May 4 in London.
Join Thomas Cook, citizenM, Expedia and TripAdvisor and Brussels Airlines at the Customer-Centric Innovation in Travel Day, that will help you define your customer-first proposition and provide you with a step-by-step guide to execute transformation.
eHotelier readers can enjoy 20% on all tickets for the Customer-Centric Innovation in Travel Conference.
About: The Customer-Centric Innovation in Travel Conference
Where: The Mill Bank Tower, London
When: May 4, 2016
Objective: Create unprecedented, personal customer experiences at every touch point
For more event information and registrations contact George Kiley on george@oneconnectedcommunity.co.uk
Tel: +44 (0)208 8193122
