The #1 European Event Series for Progressive Contact Centre, CX, and Digital Service Leaders

06 - 08 October, 2025 | Hôtel Mövenpick & The Passenger Terminal - Amsterdam, The Netherlands

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Alan French

CEO Thomas Cook

Summit Day One - Tuesday, 7th October 2025 [CET]

9:00 FIRESIDE CHAT: NAVIGATING TURBULENCE: HOW INNOVATION AND AGILITY REVIVED AN ICONIC BRAND

In 2019, Thomas Cook - a 178-year-old titan of the travel industry - collapsed, leaving holidaymakers stranded and marking one of the most significant challenges in travel history. Amid this turmoil, Alan French faced the monumental task of managing the crisis. By embracing digital transformation and fostering a culture of resilience and agility, French spearheaded the relaunch of Thomas Cook as a digital-only brand in 2020. This session delves into his journey of turning adversity into opportunity, illustrating how innovation and adaptability can redefine customer engagement and build robust service operations capable of withstanding unforeseen challenges.

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

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