Leo Ooms

Global Head of Customer Services BPO TUI Group

With over 16 years at TUI and 30+ years in CX operations, he drives outsourcing strategy, vendor management, cost savings, quality & innovation across global contact centers, inhouse as well as outsourced. With his extensive experience in operations, he’s held international leadership roles across tourism, online retail, assessment services, logistics, and contact center excellence.

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

14:35 MASTERCLASS: FROM AI PILOTS TO SCALABLE IMPACT: HOW TUI IS TRANSFORMING CX WITH REAL-WORLD INNOVATION

While many organisations are still exploring AI in theory, TUI is turning innovation into action. This session will take you behind the scenes of how TUI is embedding AI and next-gen technology into its global CX strategy, driving tangible impact on operations and customer satisfaction. 

 

We’ll explore: 

  • Early AI pilots and the lessons learned in scaling them successfully 
  • AI-powered real-time translation to unlock seamless multilingual support 
  • Agentic AI and automation for smarter, autonomous workflows 
  • AI-driven agent training and operational tools that boost frontline performance 
  • How TUI is building a long-term technology roadmap that blends operational excellence with innovation 

 

Attendees will walk away with real examples, proven approaches, and actionable insights on how to move from experimentation to embedding AI into your CX strategy. 

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

Download The Latest Agenda

In Partnership With:

CCW Europe Digital

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