Service Innovation forum 15th Nov. by https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84 TOP 3 things you would like to improve around service in the next year en-us 2022-11-11 13:41:11 UTC 2026-02-12 15:57:21 UTC hello@padlet.com https://padlet.net/icons/png/1f916.png Online Check In - Simple and clear process on what can and can´t be done by the guest https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384633633 2022-11-15 11:26:57 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384633633 Guest chooses the service and channel they want https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384633912 2022-11-15 11:27:13 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384633912 better availability for emergencies (non medical etc) https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634040 2022-11-15 11:27:19 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634040 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634358 improve first time contact resolution - right answer first time and in less than 5 mins ]]> 2022-11-15 11:27:37 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634358 seamless journey https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634386 2022-11-15 11:27:39 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634386 Instant response via digital channels https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634592 2022-11-15 11:27:49 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634592 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634712 to be able to manage bookings from the app including seating and check in 

]]> 2022-11-15 11:27:55 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634712 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634736 Reps training should be not that soft skills oriented, but should be developing more hard skills

]]> 2022-11-15 11:27:56 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384634736 comms journey; how do we make sure we know we have reached our guests https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635292 2022-11-15 11:28:22 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635292 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635343 Customer's segmentation should be implemented and integrated into our systems as we only speak about it in theory ]]> 2022-11-15 11:28:25 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635343 Information to be available for all pax, staff & reps https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635357 2022-11-15 11:28:26 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635357 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635456 customer being able to self serve booking changes ]]> 2022-11-15 11:28:32 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635456 take away boarding passes https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635655 2022-11-15 11:28:44 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635655 Ability to change (& self-service) your holiday during stay - eg move hotel, change your flight - extend your stay, etc https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635979 2022-11-15 11:29:02 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384635979 offering unbundled products (without having to wait for Trips) https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636049 2022-11-15 11:29:05 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636049 https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636055 Processes and services for all source markets to be the same, this ensures a better overall handling from service teams 

]]> 2022-11-15 11:29:06 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636055 More options for guests to self serve to make a simple and quicker process. Hotel change, transfer change etc. https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636256 2022-11-15 11:29:16 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636256 TUI acknowledge my special requests https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636263 2022-11-15 11:29:17 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636263 customer type based service, being able to tailor our service to our different customer types https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636445 2022-11-15 11:29:26 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636445 foodwaste https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636849 2022-11-15 11:29:49 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636849 customers can complain any topic in any channel https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636920 2022-11-15 11:29:53 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384636920 omni channel https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384637498 2022-11-15 11:30:26 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384637498 Option to freeze a guests chat, so if they are in a conversation with rep or agent, someone else cant chat and AIR messages cant drop in. Longer than the 15 minute current locked message https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384638248 2022-11-15 11:31:06 UTC https://padlet.com/wickedstepcapital/gwdig5us6zcyzu84/wish/2384638248