24th – 25th September 2018
Luton Hoo Hotel, Golf and Spa

Paula Kennedy-Garcia

Vice President - Market Lead EMEA CEU

10:55 Reshaping global travel support without compromising the human experience

Almost 150 million people use online and mobile channels to book and manage their personal and business travel plans every year. Combine this ‘anytime-anywhere’ customer behaviour with heightened competition from the travel disruptors and it has never been more critical for organisations in the travel and hospitality sector to provide asynchronous support that maps to the demands of the customer at the point in time they need it.
How do you best support customers whose time zone and language extends beyond the normal confines of ‘office hours’?
How commercially feasible is it to be ‘always on’, but what happens if you are not?
Join Convergys as they explore the changing landscape of global support in a digitally transformed world and how to ensure the human experience is not compromised by an overload of automation and technology, as well as new approaches opening up for cost optimisation.

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

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