CUSTOMER COMMUNICATION JOURNEY
Built in Ceros and embedded on the UK and Ireland TUI website | Our consistently most viewed Ceros experience to date
Challenge: The original format was a static PDF, which no loner met modern customer needs for easily accessible, up-to-date information. Customers want to know when they would receive key holiday details, and the lack of clear information led to a high volume of calls to the contact centre.
Solution: ​We developed an interactive Ceros experience that acts as a dynamic hub, allowing instant updates and linking directly to relevant web pages.This not only improved accessibility but also created a more engaging and user-friendly experience.​​
​Touchpoints: Initially embedded on the UK website, the tool’s success led to the creation of an Irish version. It’s now featured in Customer Docs and the Pre-departure Newsletter. Integration into the app and 'Manage My Booking' journey is also planned.
Stats: On average, 1,000 customers use the experience each day, with around a quarter selecting e-ticket information.
​