Podcast: Insights in CX with Center Parcs and Oracle

How Center Parcs overcame the challenges brought on by the Covid-19 pandemic to ensure customer service continuity

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Ben Watts

Center Parks Sherwood Forest

In the third episode of CX Network’s Insights in CX podcast series, we venture into a tourism industry under siege during a pandemic to find out how Center Parcs, the UK and Ireland’s leading family short break holiday operator, used technology to improve guest services and enhance internal communications.

Tony Wheatman, Senior IT Project Manager and Clare Seddon, Head of Contact Centre and Guest Services, both from Center Parcs, explain how the leisure firm opted for two CX-focused solutions ­– Live Chat and a Digital Assistant called 'Ash' – to reduce call volumes and assist guests proactively, while maintaining its unique brand and personality.

In this episode, Wheatman and Seddon also reveal how the business shifted its operations to a remote model overnight, while continuing to meet the changing demands of both its customers and agents.

Listen to this podcast to discover:

  • How Center Parcs trained its agents to become multifunctional and ensure consistency of its message across various channels.
  • Which systems it enabled to provide remote refunds and maintain inbound communication channels.
  • The results of implementing live chat and digital assistant solutions from Oracle in a short space of time.

For more information on Oracle’s Customer Experience solutions and how it has helped customers like Center Parcs, please visit: www.oracle.com/cx

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