In terms of customer service, no industry has been under as much pressure as travel in 2022. Cancellations, delays, and disruptions have cast a shadow over airlines and airports alike, as they struggled with the increase in demand with customers returning to the skies after the pandemic.

TUI has seen a big shift in mentality around the importance of placing customers at the heart of company strategy, proving that striving towards customer-centricity does not have to compromise a commercial mindset.

Louise Williams, Group Head of CX Design & Implementation – TUI, was with the travel and tourism company from the start of its evolving customer experience journey.

In this exclusive interview, Williams reveals what it takes to be truly customer-centric and details TUI’s Customer Centric Culture programme, the clash between a commercial mind-set and customer-centricity and an insight into her predictions for the CX industry in 2023. Click here to read the full article.

Want to learn more about TUI's customer-centric journey?

Louise Williams will be leading a plenary presentation on 'Driving Customer Centricity to Increase Customer Happiness' at the CX UK Exchange 2022, 6-7 December, where she will delve more into promoting story-telling cultures and enabling employees to create special moments for customers. Request your invitation here.