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Industry Expertise

Travel and Leisure

Travel and leisure firms face a fascinating CX challenge, with multiple customer journey requirements and a demanding user community

Some organisations are completely focused on productivity and cost management, as they compete within the hyper-competitive world of budget airlines, Airbnb and price comparison sites. Others operate at a more premium level, where the emphasis is on premier class customer engagement, extreme customer personalisation and innovative loyalty schemes.

The right customer experience is clearly critical to success, and that means designing and delivering customer journeys that match each brand’s customer aspirations. And while a budget airline customer is likely to accept a strong self-service component, luxury brands instead speak in terms of ridiculously exceeding guest expectations.

Deploying emerging technologies to help deliver a completely joined-up customer experience is essential in terms of staying ahead of the CX curve, requiring you to address a range of challenges including:

  • Providing a seamless customer journey – from initial research and bookings through to in-holiday support and post trip reviews and analysis
  • Effective benchmarking to support fine tuning of your CX offering and increased insight into evolving disruptive competition
  • Enabling customers to self-serve where applicable – changes to bookings, reservations, add-ons etc.
  • Consistent engagement – across physical, digital, contact centre and all other touchpoints
  • Personalisation – providing customer service teams with full insight on journey history, previous interactions, loyalty status, personal preferences…
  • Equipping call centre agents with the customer insights they need to deliver effective, concierge-style services
  • Optimise contact centre demand by improving customer self-service options

Providing seamless customer journeys for the Travel and Leisure sector

Some of the world’s leading sector brands work with Sabio to help deliver an optimised customer experience and stay ahead of their competitors.

Helping TUI Group improve contact centre NPS from 3.8 to 41.6

Travel company TUI's company logo

With TUI now surveying its customers every two hours, the company has access to real time information that enables them to take immediate corrective actions. As a result, in just under 12 months, TUI improved its contact centre NPS from 3.8 to 41.6

Creating an effective customer engagement platform for Carnival UK

Travel company Carnival Cruise's company logo

Sabio’s specialist Workforce Optimisation team worked with Carnival UK – the company behind major cruise brands such as P&O Cruises and Cunard – to unlock significant WFO performance across its UK customer contact operations

Delivering expert support and pro-active monitoring for easyJet’s Operational Service Desk

Travel company EasyJet's company logo

Sabio has upgraded easyJet’s communications infrastructure to the latest Avaya Aura® Communication Manager platform, and have provided the critical support services and expertise needed to achieve easyJet’s availability requirements.

With our combination of CX consultancy, customer journey design, travel contact centres experience and digital customer service skills, Sabio is ready to support organisations in the sector as they look to provide a more convenient and richer experience for their customers.

Key Sabio propositions for the travel and leisure industry include:

  • Comprehensive CX design and customer journey mapping across multiple customer touch points
  • Real-time customer surveys to help influence process improvement and increase industry CSAT and NPS scores
  • CX benchmarking against travel industry best practice
  • Solutions to support customer identification
  • AI-enabled Intelligent Assistants to provide 24×7 concierge support, messaging and chatbot apps and digital self-service solutions
  • Workforce Optimisation solutions to help improve contact centre operational efficiency
  • Comprehensive hosted omnichannel contact centre solutions available via Sabio’s proven assured performance model
  • Network Services and hosted infrastructure services to underpin all aspects of your customer contact infrastructure

Find out how Sabio can help you

Speak to Sabio about how we can help deliver a fully integrated digital and assisted customer service solution to support your evolving needs – contact us at [email protected]


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Contact us to find out how Sabio can transform your customer experience.

Call us: +44(0)344 412 3000 Email: [email protected]
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