Cirium‘s recent webinar about enhancing the customer experience through automation was a lively and engaging discussion with David Chappell from Tripstax, Prabh Singh from Booking.com and Cirium’s Kevin O’Toole.
| Key takeaways from the session •The importance of bringing the whole journey of the customer together through hyper-personalization, using automation to understand preferences and provide value through an experiential process. •Now is the time to retire legacy technology and embrace the adoption of Gen AI to keep up with the level of competition travellers are demanding. David Chappell of Tripstax talked about “reimagining the data flow and moving the centralized point of definition and truth outside of these legacy systems”. •Utilising automation for customer support so that if customers have an issue, there is a quick and easy resolution. Prabhjot Singh from Booking.com said that 60%-70% of enquiries were handled by automation last year. |
