Mia Sawaya

Head of Customer Contact Centre B&B HOTELS Group

CX Travel and Hospitality Exchange - Day 1

14:50 Panel Discussion | The Comparison Trap: Levelling Up Your Customer Service to Stand Out & Establish Lifelong Loyalty

Post pandemic we've reached a new age where efficiency and personalisation are improving at speeds never before witnessed. Not only are customers comparing airlines, hotels, and travel providers on an international scale, they are now comparing their experiences to the likes of Amazon, Netflix, and Uber. Where one bit of customer service shapes the customers' perception of the next, the question is: How can your business overcome the comparison trap by stepping up to the mark and making its customer service unbeatable?

• Why have customer expectations shifted when it comes to customer service and how do we utilise contact centres and AI agents to stand out against competitors?

• How do you make your service stand out in a way that establishes long-term customer loyalty?

• How do you balance automation, AI, and the human to create exceptional customer service across a travel and hospitality sector defined by the act of being hospitable?

Check out the incredible speaker line-up to see who will be joining Mia.

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