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Presented by:

Jon Thorne

Jon Thorne

Skyscanner Senior User Satisfaction Manager Click to
Nick Peart

Nick Peart

Zendesk Regional Vice President Marketing Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
26th October 2016


Travel delays are the worst, nobody wants to be delayed and the same is true when booking your trip – when customers need help they expect it pronto!

Join the Customer Support experts from Skyscanner, Holiday Extras as they discuss how they’ve been managing the millions of support enquiries from travellers over the recent summer season and what you can learn about how they are running their contact centres.

Topics for discussion:

  • Lessons learned and takeaways from Summer of 2016
  • Taking a multichannel approach to customer support in the travel industry
  • Scaling support teams whilst shortening ticket resolutions
  • The importance of CSAT and keeping customers happy


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