Together with TUI teams (>50 participants) across different functions, teams and geographies, we embarked on a proof-of-concept effort that addressed these challenges. We have identified a substantial impact opportunity for TUI in boosting CX & CS excellence – combining the elimination of contact reasons with rigorous Operational Excellence around simple, efficient, and automated processes.

First, we identified root-causes on where TUI consumers de-railed in their journey by checking data points on incoming volumes, interviewing local teams and websites activities. We kicked off a workshop with TUI to identify consumers’ needs and collecting 40+ concrete improvement ideas. We built a transparency on CS volume & complexity drivers as well as agent satisfaction and designed a lasting measurement logic on key moments in the journey.

Second, we identified and prioritized 14 work streams/journeys to tackle and improve. We helped refining initiatives and drawing up roadmaps within these workstreams. Together with journey owners we defined measurable benefits of initiatives within these workstreams and showed full impact of CX/CS improvements. First actions were launched with a direct effect on CX and CS.

And finally, we conducted a thorough hand-over to the TUI team to equip them to continue the pace independently.  We also defined the required and built in-house team and capabilities for the short, medium and long term (incl Job descriptions) for a consistent future proof Continuous Service Improvement business model.