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The TUI Group Awards Case Study 2017: Releasing potential: gain the attention of the board

See the full Case Study, Presentation Slides and Video.

See how the business has recognised the contact centre as leading the way in customer service, an operational voice of the customer. Starting from the point where the Swansea centre was about to close, it has captured the imagination of the TUI board. This transformation is entrepreneurial. It’s agile, based on continuous improvement. Passionate people are at the heart of success, alongside clear-headed management of resources. A host of initiatives include: knowledge and workforce management, voice of the customer, a new training structure, colleague forums and the opportunity for career progression – a winner in the local job market. The whole programme has delivered significant benefits: customers get through, they get answers and they get choices. Simply, they get better service.

Who will learn from this case study? This case study is for anyone undertaking a major transformation project in customer contact areas.  Whether in a leadership role or part of the Customer Experience, Change or Insight teams this will offer you the chance to see how careful planning, utilising customer feedback and having a clear strategic focus can deliver impressive savings and improved customer satisfaction. 

Key results

  • Service level improvement of over 40%
  • NPS rose from 3.8 to 41 in just 12 months, with CSAT rising 5% points in the same period
  • £19million nominal benefit to TUI (over 10 years)
  • Employee engagement at 80%

Find out more about our awards programme

Take a look at these articles, videos and links
2017 Innovation Award Winners
2017 Innovation Awards Finalists, Site Visits and Case Studies


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