07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands
Jochen Heidenberger, Head of Customer Care at Tourlane
Tourlane Logo

Jochen Heidenberger


Head of Customer Care
Tourlane

Check out the incredible speaker line-up to see who will be joining Jochen.

Download The Latest Agenda

Main Conference Day Two

Wednesday, October 9th, 2019


11:00 AM No service as the best service: Resolve customer issues before they even arise through customer care innovation!

As a fast growing internet business in the highly competitive and demanding travel industry, Tourlane has a unique customer vision: providing the best service throughout the customer journey and resolve potential issues before they arise. In this session, Jochen shares key components in Tourlane’s innovative approach:
·         How to drive service across the entire organisation: customer services as a key differentiator for Tourlane
·         Leveraging the CRM as the innovation backbone to predict and resolve issues before they arise
·         Organising and training both the internal and external customer care team to deliver the best customer service
·         Analytics as a key enabler to drive customer contact performance