(21 July 2021)
CWT has launched a new customer experience (CX) platform.
The 360° real-time solution shows where a customer
is in their
trip, their travel policy and trip history, as well as their
channel contacts – via a consumer-grade service screen.
“With customers’ expectations at an all-time high as a result of
the pandemic, the need for more personalized content as well as
streamlined and concise interactions each and every time customers
engaged with us, regardless of channel, became apparent,” said Niklas Andreen, CWT President & Chief Operating Officer.
internal data (historical customer bookings, travel policies,
channel preferences, personal traveler preferences, contact
history etc.) with data from real-time interactions (online search
history, in progress or upcoming bookings, real time travel
information etc.), CWT’s new CX platform will prioritize the
streamlining of email, telephony and messaging channels this year,
with all other channels scheduled for platform integration
throughout next year.
Key improvements expected include:
Email: using Natural Language Processing (NLP) fielding 16
languages and Artificial Intelligence (AI), inbound email
management will become more efficient – whereby the intent and
language of each inbound email will be detected. This enables each
request to be prioritized, specific to deadline or urgency and
fielded to the best counselor in terms of native language and
expertise, to process.
Telephony (available across EMEA, APAC
and NORAM): with accurate amalgamated customer contact, travel,
preference and policy viewable on one consumer-grade service
screen, counselors are able to provide truly informed and
personalized customer conversations, on every single call.
Messaging (available across 100+ countries where CWT messaging is
live): using NLP and AI, customer queries will be categorized,
prioritized and effectively addressed by a seamless blend of chatbot & counselor interaction.
“Having made significant investments in customer
channels and data to date, we needed a solution that could
operationalize these insights, simplify our existing CX
applications & tools, and provide our customers with the most
personal and relevant actions at each stage of their journey,”
said John Pelant,
CWT EVP Chief Technology Officer concluded. “Our new CX platform
does just that, with one view of the traveler’s journey across all
channels, allowing for more dynamic customer conversations.”
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