Customer Engagement TUI Discover your Smile Luc Coussement

Customer Engagement @ TUI Discover your Smile Luc Coussement Customer Experience & Service Design TUI Destination Services TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th

The world’s number one leisure tourism business – the new TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th

More than 6, 500 service, sales, operations, entertainment, childcare and destination experts… One Team • One Vision • One Smile

TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th

One Team • One Vision • One Smile

Disruptor characteristics Speed Customer obsessed Digital enablement One Team • One Vision • One Smile

Changing Customer behaviour Peer Y B A C € Peer X Call Web Digital enablement In control One Team • One Vision • One Smile 5 Year plan demolition Business case break-down

“It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change. ” Charles Darwin One Team • One Vision • One Smile

Size doesn’t matter! One Team • One Vision • One Smile

Change vs volume aansnijden als een must: outside in gebruik de slide met de veranderingen Veranderingen: Product & Services = outside in – no fear of kanibalization Bedrijfsstructuur = rebuild org. design interne processen = need for speed bi-modal – co-creation – embrace digital Skills & mindset = customer obsessed One Team • One Vision • One Smile

At TUI your suitcase has a maximum weight of 15 kg. Your suitcase is to heavy … Take an example of the lady behind you. One Team • One Vision • One Smile

CX Strategy: why are we doing this? MAKING CUSTOMERS SATISFIED (CSAT) Inside out perspective Managing touch-points MAKING CUSTOMERS RECOMMEND US (NPS) Outside in perspective Managing customer needs Operations focus Human focus Product-driven Brand-driven Quality management One Team • One Vision • One Smile Brand experience /perception management

Disruptor characteristics Speed Customer obsessed Digital enablement One Team • One Vision • One Smile

One Team • One Vision • One Smile

One Team • One Vision • One Smile

Need for speed: Introducing Bi-Modal IT* Systems of Innovation Systems of Differentiation Mode 1 Systems of Record *Source : Gartner One Team • One Vision • One Smile Governance Change Mode 2

Empowered staff Quick decisions One Team • One Vision • One Smile

New organization built for success Create Deliver One Team • One Vision • One Smile Support

Customer focus through Customer Experience function Customer & Competitor Insights Customer Experience & Standards Innovation One Team • One Vision • One Smile Attribution towards our brand Sustainable Development

Disruptor characteristics Speed Customer obsessed Digital enablement One Team • One Vision • One Smile

One Team • One Vision • One Smile

Disruptive technology: 1. Customer driven 2. Automated processes One Team • One Vision • One Smile

One Team • One Vision • One Smile

Disruptor characteristics Speed Customer obsessed Digital enablement One Team • One Vision • One Smile

Disruptive klanten: 1. 2. 3. Next thing they want Brand experience Customer obsession 1. top down 2. Bottom-up One Team • One Vision • One Smile

Next thing they want One Team • One Vision • One Smile

Differentiated products Labels Concepts One Team • One Vision • One Smile

De customer Journey De touchpoints TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th

Customer Experience driven Effortless Consiste nt Engaging One Team • One Vision • One Smile

TUI Emotion Curve = emotional touch-point approach Driving recommendation One Team • One Vision • One Smile

Brand experience One Team • One Vision • One Smile

NPS methodology = brand engagement 1 2 3 4 5 DETRACTORS 6 7 8 NEUTRAL NPS = % PROMOTERS - % DETRACTORS One Team • One Vision • One Smile 9 10 PROMOTERS

Final result? One Team • One Vision • One Smile

How to differentiate? One Team • One Vision • One Smile

+ mooie foto van Human kapital waar je dan stelt dat zij het verschil gaan maken Verschil = menselijk kapitaal mooie foto TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th

One Team • One Vision • One Smile

Champions Network One Team • One Vision • One Smile

One Team • One Vision • One Smile

One Team • One Vision • One Smile

One Team • One Vision • One Smile

Last but not least: need for speed … “If everything seems under control, you’re just not fast enough” Mario Andretti One Team • One Vision • One Smile

TUI GROUP | TUI Destinations Services | Luc Coussement | September 9 th