At the end of last year TUI won the silver award on the international CX awards summit. Their strategic approach to customer experience within TUI Benelux, led to unprecedented NPS growth. Although this story is still insightful; we are currently in the midst of the corona-crisis. As a travel company they were the first industry heavily hit, and will most likely be the last to restart. What implications will all this have on their industry is worth sharing. Since we are still in the middle of the crisis, it is hard to predict the exact storyline, but in essence the theme would be CX for TUI (Benelux) pre- and post-corona. The speaker will tell the story about the impact on their company and how they responded to these new challenges. Only time will tell where will TUI be in October.

How a data-driven TUI Benelux CX strategy, led to historic NPS growth, including:

• Data-driven CX: Using data, driver analysis and NPS financial value model
• Customer journey management: Changing management through customer journey interventions , test & learn and MVP
• Customer-centric culture: Ambassadorship programme, how to engage employees from board to staff
• Post-corona era: From crisis management, repatriation, staying relevant & connected to customers and re-entry of travel

Marketing has changed forever after everything that has happened
during 2020 and brands need to find new approaches to engage with
their audience. Let us take a look at the brands that are leading the way.

• During 2020, consumers have changed for good
• These consumers expect brands to change too
• There are brands that have understand this already and are leading
  the way
• Let us take a look at what these brands have in common