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

Miele with its premium brand philosophy in the home appliance market (both end-customer and professional segment also) is always trying to fulfil the customer needs starting with the engineering, pre-sales support, sales and customer service sides also during the whole product lifecycle (uniquely 20-30 years). As Miele is very famous for the undisputed product quality, customers are very loyal to Miele through generations, but expecting high-level services and solutions every time.  Due to these facts Miele is offering tailor-made solutions to all customers in line with the customer needs independently from product age or price. Miele as a 121-year-old family-owned premium brand.

• Undisputed product quality (German engineering)
• Special customer expectations vs. brand loyalty
• Psychical pressure on customer service employees
• Lifetime management with tailor-made services

Swiss Re, one of the world’s largest reinsurers, not only provides capital solutions to its customers, it also assists their insurance clients in their day to day business, supporting them to improve business efficiency and to increase profitability: Swiss Re e.g. helps its insurance customers to detect profitable risks using new technology in form of machine learning applications. Either to identify customer segments that outperform other sectors, using external data and/or identifying regions that provide better insurance margins. These are two examples of a whole range of possibilities that the company can bring to its customers to assist them to achieve their growth targets and increase their margins.

• Predictive modelling in insurance
• Introduction to machine learning applications that use external data to predict profitability of a given (insurance) market
• Discussion on business cases that help customers to benefit from forward-looking modelling in their insurance value proposition
• Portfolio optimisation and portfolio steering with machine learning approaches

Volkswagen faced the need to reposition itself after Dieselgate. Instead of pursuing the conventional way of qualifying with consumers the new brand’s content & CXs – VW Team decided to implicitly “read” the entire population’s option on what they think about the new concepts vs. VW brand. By using advanced AI and neuroscience, VW developed CSs & activations that brought the brand to the new consumer resonance levels. This approach now in the post-pandemic ponderings comes handier than ever before.

• Neuroscientific approach to understanding big data that comes handy in the “new normal”
• Plug&Play solution to create any content and CX for your brand
• Redefining brand purpose under any circumstances