Thursday 9th September, JW Marriott Grosvenor House
ExCeL London - 30 Sep - 01 Oct 2021
18 October 2021 - Virtual
CWT has launched a platform to allow its travel consultants
to have “a 360° real-time customer view", including where they are in their
trip, their travel policy and trip history.
The CX platform, powered by cloud-based technology from
Pegasystems, will combine internal CWT data such as historical customer
bookings, travel policies, channel preferences, traveller preferences, contact
history with data from real-time interactions, including online search history,
in-progress or upcoming bookings and travel information.
The platform will use natural language processing to manage and
prioritise incoming emails, combine consultant and chatbot interactions using artificial
intelligence and identify and amalgamate customer information for incoming
“With customers’ expectations at an all-time high as a
result of the pandemic, the need for more personalised content as well as
streamlined and concise interactions each and every time customers engaged with
us, regardless of channel, became apparent,” said Niklas Andreen, CWT president
& chief operating officer.
“Having made significant investments in customer channels
and data to date, we needed a solution that could operationalise these
insights, simplify our existing CX applications & tools, and provide our
customers with the most personal and relevant actions at each stage of their
journey,” said John Pelant, CWT EVP and chief technology officer.