Travel is about connection and emotion – and TUI Group understands that remarkable experiences start long before a plane lifts off or a ship leaves port. For Leo Ooms, the brand’s Global Head of Customer Services BPO, the mission is clear: turn outsourced operations into a strategic engine that elevates every customer touchpoint. And in this interview, he details what that looks like in practice.
From harnessing joint innovation to powering continuous improvement, Leo outlines how TUI Group’s BPO ecosystem is reimagining customer care for the modern traveller.
Key themes:
- How to build high-performance alliances with BPO providers
- How to turn the diversity of BPO teams across regions into a service advantage
- Advice for organisations looking to unlock more value from BPO partners
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To watch more video interviews with thought leaders from our community, check out our Shorts series.
