BEAUTY IN THE FRIDGE

CWT Launches New Customer Experience Platform

0 38

(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.

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. Click to enlarge.

By combining 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.”

See latest Travel Industry News, Video Interviews, Podcasts and other news regarding: CWT.

Headlines:

Airports in New Zealand Install Smiths Detection’s UV Disinfection Kits 
Kyrgyzstan’s Air Manas Signs FHS Agreement with Airbus 
Cathay Pacific Carried 40,651 Passengers in June 
Monolink to Perform Concert on Gaathafushi Island in Maldives 
Konrad Gstrein Joins Four Seasons Hotel San Francisco as GM 
COVID19 Tests Need to be Accessible, Affordable and Appropriate to Risk Level 
Peter Gianusso Joins Flight Centre Travel Group as Chief Technology Officer 
BA Adds Interactive Map to Website with Details of Travel Restrictions 
Tauzia Properties Added to Ascott’s New Online Booking Website 
Airbus Delivers First A350 from C&DC in Tianjin to China Eastern Airlines 
HKIA Enhances Security with Canine Unit 
Hi Fly Adds One More Airbus A330-300 to Fleet 
Hahn Air Signed 15 Partner Airlines in H1 2021 
CWT Launches New Customer Experience Platform 
Despite Uptick in May, International Travel Remains Largely on Hold 
Embraer Delivered 34 Jets in Q2 2021 
UTair Signs Agreement for 50 Mi-8AMT Helicopters 
Passenger Volume at HKIA Increased 40.1% in June 
Riya Travel Expands Retailing Capabilities with NDC 
Russian Post to Use Drones to Deliver Mail 
Shiyi Tay Appointed GM of Diethelm Travel Singapore 
Korean Air Researching Air Launch Development Using B747-400 Aircraft 
Airbus Launches Mobile Pilot Training Suite 
QGen Code Generator to Streamline Model-Based Development for Collins 
Finalists of the Americas Lodging Investment Summit Awards 2021 
Russian Helicopters Showcasing Ka-226T Climber at MAKS-2021 
Outrigger Buys Thai Hotel Company; Adds Three Resorts to Portfolio 
45% of IHG’s General Managers in Thailand are Women 
Thai AirAsia Extends Validity of Travel and Baggage Passes 
Bangkok Airways Suspends Unsealed BKK – Samui Service 
PROVision Appoints Trevor Warner as a Senior Advisor 
Club Med Promotes Rachael Harding 
British Airways Partners AirPortr to Enhance Travel Experience from LHR 
flyadeal Takes Delivery of One Airbus A320neo 
Emirates Resumes Flights to Mauritius 
British Airways to Launch Digital In-Seat Ordering on 19 July 
Cleartrip Expands Partnership with Sabre 
Qatar Reopens Borders to Fully Vaccinated Travellers 
Delta to Buy 29 Boeing 737-900ERs and Lease 7 Airbus A350-900s 
CWT Messaging Surpasses Program Goals 
Nick Clarke Joins The Langham Gold Coast as DOSM 
Simon Chan Joins Wharf Hotels as Group Director Technical Service 
Vincent Fredon Joins Four Seasons Jakarta as Director of Restaurants and Bar 
United Airlines Invests in Electric Aircraft Startup Heart Aerospace 
Porter Airlines Orders 30 Embraer E195-E2 Jets with Options on 50 More 
Edward E. Snoeks Appointed GM of Meliá Chiang Mai 
Richard Langonne Appointed GM of Mandarin Oriental Wangfujing, Beijing 
Wharf Hotels Appoints Antony Wong as Group Director Rooms 
SITA to Better Support Sustainable Aviation with Safety Line Acquisition 
Geraldine Dobey Returns to Mandarin Oriental as GM of Luxury Hotel in Paris 
Airline Network Planning in 2021 and Beyond – Interview with Cem Tanyel, Sabre 
Marriott Opens First Fairfield Hotel in Vietnam 
Six Senses Opens Resort in Ibiza, Spain 
Airbus to Showcase A350-1000 in Russia for First Time 
SKY express to Expand Fleet with Six ATR 72-600 Aircraft 
British Airways Launches Student Promotion in Singapore 
Scandinavian Airlines Increases Flights to USA 
Vietnam Airlines to Trial IATA Travel Pass on Two Flights from Narita, Japan 
Bangkok Airways Cancels Flights Between BKK and CNX, HKT, THS, LPT and TDX 
Finnair to Launch Non-Stop Flights from Sweden to Bangkok, Phuket and Miami 
Qatar Airways Joins IATA Turbulence Aware Platform 
Tom Kershaw Joins Travelport as Chief Product and Technology Officer 
Ilona Yim Joins Wharf Hotels as Group Director Branding and Communications 
Qatar to Add 105 Hotels and Serviced Apartments to Portfolio 
Royal Norwegian Air Force’s First P-8A Poseidon Rolls Out of Paint Shop 
All Regions Except Asia-Pacific Contribute to Improvement in Int. Passenger Demand 
Global Air Cargo in May Up 9.4% Above Pre-COVID Levels 
Fiji to Play Japan in Tokyo 2020 Rugby Sevens Opener; Match Schedule Confirmed 
airasia Digital to Acquire Gojek’s Operations in Thailand 
Bombardier Launches Certified Pre-Owned Aircraft Program 
China Airlines Adds Flysafe Information & Service to Website 
Finland Opens Doors to Vaccinated Travellers from EU and Schengen Countries 
Air Canada to Resume / Increase Flights on 17 International Routes 
How’s Business in Laos? Interview with Hotelier, Duangmala Phommavong 
Dusit Opens First Hotel in Oman 
Emirates Reopens First Class Lounge at DXB 
Vietnam Airlines Certified with 5-Star COVID19 Airline Safety Rating 
Hahn Air Appoints Christoph Althoff as Vice President Airline Business 
Australian GP Cancelled; Malaysian GP Brought Forward; Algarve Added to Calendar 
Emirates Partners Deutsche Bank to Launch New Payment Solution 
Singapore Airlines Appoints Yeoh Oon Jin as Independent Non-Executive Director 
Executive Appointments at ArcosJet 
Prague Airport Upgrades Passenger Experience with SITA Technology 
Bangkok Airways to Operate ‘Sealed Flights’ Between Suvarnabhumi and Samui 
Hyatt Regency Resort Opens on Koh Samui, Thailand 
Simpson Marine Sells Sanlorenzo 52Steel Superyacht to Buyer in South East Asia 
New International Airport Opens in Ulaanbaatar, Mongolia 
Qatar Airways Cabin Crew Trial IATA Travel Pass 
Emirates to Increase Flights to Phuket, Thailand 
Third Falcon 6X Joins Dassault Aviation’s Flight Test Campaign 
Sky express Takes Delivery of First ATR 72-600 
Hong Kong Bans Flights from UK; Lists Country as Extremely High-Risk 
Etihad Airways Expands Verified To Fly Service to Most Routes 
Korean Air and KDB Finalize Asiana Post Merger Integration Plan 
Naladhu Private Island Resort in Maldives Closes for Renovation 
Fáilte Ireland Hires STR to Measure Hotel Performance 
Vietjet Revises Targets for 2021 
Qatar Airways Signs Codeshare Agreement with Alaska Airlines 
Cross Hotels Appoints Biz M Asia as GSA in Japan 
Airbus Built Eutelsat Quantum Satellite Shipped to Ariane 5 Launch Site 
United Airlines Orders 270 New Airbus and Boeing Aircraft 
Indonesia’s Lion Air Group Expands Distribution Agreement with Sabre 
Asia Pacific Airlines Carried Just 1.3 Million Int. Passengers in May 
Minor Forms JV with China’s Funyard Hotels & Resorts 
Fredrik Gustavsson Joins Inmarsat as Chief Strategy Officer 
PCR Test Centre to Open in Canal Village at Laguna Phuket 
Langham Reopens Luxury Hotel in Boston, USA 
Messe Berlin Aiming for Physical ITB China 2021 
Osaka Home to Marriott’s 70th Property in Japan 
Scoot Adds First Three Airbus A321neo Aircraft to Fleet 
Gaylord Lamy Joins Langham Jakarta as General Manager 
Emirates Expands Trial of IATA Travel Pass to More Cities 
Air France and SNCF Expand Train + Air Service 
Air New Zealand Resumes Fast Bag Service 
Etihad Airways to Launch Flights to Vienna, Austria 
UK Navy Extends Contract with Airbus for Satellite-Based Maritime Surveillance 
Air New Zealand to Launch Cargo Flights Between Melbourne and Los Angeles 
Korean Air to Buy More Boeing 787 Aircraft with Funds from ESG Bonds 
Singapore Airlines Group Launches Voluntary Carbon Offset Programme 
Qatar Airways’ Latest Boeing 787-9 Features New Business Class Suite 
Yugo Publishes New Charter Routes in Cambodia, Malaysia, Philippines and Thailand 
Air Canada to Trial Amadeus Traveller ID on Frankfurt to Toronto and Montreal Flights 
Park Regis Singapore Partners Trip Affiliates Network 
Four Seasons Seychelles Appoints New Executive Chef and Executive Pastry Chef 
Cathay Pacific Carried 24,006 Passengers in May 
Mandarin Oriental Revises Timeline for Eliminating Single-Use Plastic 
New Experiences for Guests of Four Seasons Hotel Sydney 
Helvetic Airways of Switzerland Takes Delivery of First New E195-E2 Aircraft 
Qatar Airways to Increase Flights to USA 
Korean Air to Develop Tanks for Small Satellite Launch Vehicles 
Air France Adds Montreal – Paris Flights to IATA Travel Pass Trial 
Hamad Int. Airport in Qatar Installs New Screening Technology 
Turkish Aerospace Added to Boeing Premier Bidder Program 
Ritz-Carlton Opens Luxury Resort in Turks & Caicos 
MotoGP 2021: Dates Set for Texas; Thailand Delayed; Japan Cancelled 
Promoting Hua Hin Airport and Prachuap Khiri Khan to Regional Markets – Interview 
NDC – Exclusive Interview with Kathy Morgan of Sabre Travel Solutions 
Elephant Conservation, Jungle Bubbles and Tourism in Thailand – Interview 
IATA Travel Pass – Interview with Vinoop Goel, Director Airports – APAC 
How’s Business in Pattaya, Thailand? Interview with MD of Tiffany’s Show 
HD Videos and Interviews 
Podcasts from HD Video Interviews 
RSS News Feed and Ticker 
Travel Trade Shows in 2020 and 2021 
High-Res Picture Galleries 
Travel News Asia – Latest Travel Industry News 

- Advertisement -

Leave A Reply

Your email address will not be published.