On-Demand
Hosted by EdgeTier & TUI
TUI takes over one million customers on holiday each year, generating 100,000+ contacts weekly. Like many, they had gut instincts about why customers were reaching out—but no data to confirm or act on. Insights were hard to surface and rarely left the contact centre. So, they changed approach—and in this webinar, they’ll share how they did it.
The result? Lower contact rates, fewer repeat issues, and smarter decisions across product, digital, and operations.
What You’ll Learn:
- How TUI used AI to analyse 100% of conversations
- How insights now guide business-wide decisions
- Steps taken to reduce key contact drivers
- What to prioritise to move from reactive to proactive
Speakers:
- Shane Lynn CEO & Co-Founder, EdgeTier
- Jack Orbell, Continuous Improvement, 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.
