EdgeTier at ICE Barcelona | iGaming Player Insights & Support Analytic
We’re excited to attend ICE in Barcelona and connect with leaders in the iGaming industry. At EdgeTier, we help customer
Tuesday, June 17, 3–4pm BST | 10–11am EST
Hosted by EdgeTier & TUI
If your teams are drowning in tickets but flying blind on root causes, you’re not alone. Many contact centres face the same problem: lots of data, little visibility. Manually digging through conversations is slow, reactive, and doesn’t scale.
Travel giant TUI takes over one million customers on holiday each year. With that scale comes over 100,000 customer contacts per week—and a growing challenge: understanding what’s driving those contacts.
Like many support teams, TUI had gut feelings about why customers were reaching out, but no concrete data to confirm or prioritise. They needed a scalable way to uncover root causes and act fast.
Manual analysis couldn’t keep up. And while support agents were sitting on a goldmine of insights, that data rarely made it beyond the contact centre.
So, TUI changed approach. The result? A drop in total contact rates, a reduction in a key contact drivers, fewer repeat issues, and smarter decisions across product, digital, and operations.
“If you don’t know why customers are contacting you, you do things with gut feel. And as much as that can be a strategy, it’s not a long-term plan. We’ve got to really understand what problems arise—and if we know that, we can focus investment in the right places.”
— Continuous Improvement Team, TUI
Whether you’re leading a contact centre or looking to make smarter, faster business decisions using the Voice of the Customer—this session is for you.
We’re excited to attend ICE in Barcelona and connect with leaders in the iGaming industry. At EdgeTier, we help customer
UPDATE: Did you catch our webinar with our CCO Bart? It was a great convo about how to extract insights
Come and visit EdgeTier in Amsterdam at the future of customer engagement event! In October 2024, the Customer Contact Week Europe
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
Let us help your company go from reactive to proactive customer support.
Unlock AI InsightsEvent date: 12 June, 2025
Event time: 3:00 pm