12th – 15th March 2018
The Hilton Glasgow, UK

Leo Ooms

Director Customer Services
TUI Benelux
Leo Ooms is a results-oriented customer services and contact center professional with a >25 year history of successfully optimizing contact center performance while developing the highest levels of customer satisfaction. Solid track record of managing customer service operations for well-respected companies in different industries (incl. mail order, travel, education/certification). Consistent history of success in increasing service quality, improving employee satisfaction, improving operational efficiency and reducing costs. Possesses a valuable blend of leadership, creativity, analytical abilities and positive energy to produce bottom-line results. Leo has been managing contact centers all around the world and was also based in the USA for 3 years, where he was responsible for Strategic Contact Center Initiatives at Prometric. Since 2009 Leo is responsible for Customer Services at TUI in the Netherlands and Belgium (TUI Benelux), which is part of the TUI Group, the world’s number one tourism business, servicing around 20 million customers. The broad portfolio gathered under the TUI Group umbrella consists of strong tour operators, 1,600 travel agencies and leading online portals, six touristic airlines with around 150 aircraft, over 300 hotels with 214,000 beds, 16 cruise liners and countless incoming agencies in all major holiday destinations around the globe.

4:30 PM CASE STUDY: Bringing customer service to the next level through the SIX point based customer contact strategy

  • How is the virtual contact centre concept  (that includes retail staff as part of the contact centre) delivering economic gains for TUI Benelux 
  • Agile, omni-channel service: be there for the customer ‘Anytime, Anywhere, Anyway’
  • Contact centre as a value centre: delivering sales & service at the most efficient cost
  • Generating 360 degree customer view to fully understand their needs 
  • Inspire highly engaged, competent and multi-channel employees and agents 
  • Enabling customer self-service through technology

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

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