Director of Operational Excellence
9:10 AM Case study: Booking.com’s customer service excellence journey: remaining agile through rapid growth and acquisitions
Booking.com has recently emerged from 20% year-on-year growth and is now undertaking a major transformation to remove the hassle from the end-to-end customer journey. A major step has been the acquisition of Rentalcars in early 2018, with ambitious plans in place for further growth, innovation and digital transformation.
Hear how we tackled the challenges of:
- Creating an agile process throughout the business, and building in time for the reaction of the customer base to allow for conclusive results
- Re-designing the process around the introduction of AI in the customer service area, ensuring it reduces customer effort
- Integrating the processes, systems and culture of the Rentalcars business to create a seamless customer experience
- Creating a future roadmap to become The Experience Platform amid a competitive and ultra fast paced industry