Disrupt 2025 London | Award-Winning Customer Service via AI-Powered Insights
Hear from British Airways as they reveal how – in an award-winning project – they transformed customer service through AI-powered data insights, delivering significant savings and reducing contact centre workload by 22%. Here’s how BA turned post-pandemic challenges into opportunities, implementing innovative solutions that revolutionised CX and earned industry recognition.
Teresa Restucci is the Head of Global Engagement Centres at British Airways, overseeing their worldwide customer service network. She drives high-performing operations while delivering transformation initiatives in a fast-paced, weather-dependent industry. A data-driven problem solver, Teresa enhances efficiency through strategic insights while managing international teams to address immediate challenges and advance long-term transformation goals.
