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Putting “You” in the Middle: Transforming TUI into a Truly Customer-Centric Company
TUI puts ”you” in the middle, so when its executives began asking internal teams, “What are you doing to focus on the customer?”, they had to take an honest look at their approach. The CX team stepped in and shifted the way they socialized ForeSee data, moving from data dumps to relevant, actionable formats for each department. From arming product scrum teams with insights to inform sprint cycles and drive innovation, to providing the executive team with the intel needed for strategic planning, hear how the team re-focused the organization on the customer.
Digital Services Manager
Digital Customer Experience Manager