Ramón Delima

Ramón Delima

Director Customer Services and Operations TUI Group
Ramón Delima

Over 20 years of experience with premium brands in travel and hospitality, in roles like customer service & sales, customer experience, commercial and operations, in Europe, North & South America, South-East Asia, Africa and the Middle East. Since 2 years leading the customer service & sales domain in the TUI Group. I believe that we are in the first phase of another technological disruption that provides great opportunities for customer service to improve customer appreciation, to grow sales conversion and to increase efficiencies. But the real difference will continue to be made by our front-line colleagues in their day-to-day contact with customers. Ramón is also the president of the Customer Service Federation.

Workshops & Hackathon - Monday, 6th October 2025 [CET]

9:30 WORKSHOP A: BUILD RESILIENT CX: HOW TP, TUI & SAMSUNG ARE REWIRING THE HUMAN-AI OPERATING MODEL

This isn’t about layering AI onto legacy workflows - it’s about rethinking how work gets done. Discover how adaptive AI and empowered human agents are driving faster, smarter, and more resilient operations.

Learn how TP.ai helps organisations shift from volume-driven, task-based models to experience-led, outcome-focused strategies. Whether you're just starting or scaling transformation, this session will help you assess your maturity, pilot with purpose, and scale with confidence.

Join global leaders - TP, TUI and Samsung in this hands-on workshop, and discover how we are rewriting the rules of operational excellence from the ground up - not by automating away the human touch, but by empowering agents with adaptive AI.

  • Learn how to identify high-impact, high-complexity processes where human expertise and AI can work together effectively (e.g., fraud management in banking, multilingual CX in travel & hospitality, patient support in healthcare)
  • Explore how to design and launch targeted pilots - such as agent assist, customer-facing bots, and analytics - while measuring outcomes and refining based on real-world feedback
  • Understand the steps to move beyond pilots by integrating AI into core workflows, upskilling agents, and establishing strong governance to ensure sustainable, industry-specific transformation

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

9:35 PRESENTATION: TRANSFORMING CUSTOMER EXPERIENCE: TUI’S JOURNEY WITH AMAZON CONNECT

Join AWS customer experience thought leader Siegfried Schallenmüller and TUI's Director of Customer Services and Operations, Ramón Delima, as they unveil the remarkable transformation of TUI's customer service operations.

In this engaging session, discover how TUI, one of the world's largest leisure and tourism companies, leveraged Amazon Connect to revolutionise their customer experience strategy. Learn about TUI's journey from traditional contact centre operations to an AI-powered, omnichannel customer service powerhouse. The speakers will share TUI's digital transformation challenges and objectives, demonstrating how Amazon Connect enabled them to improve cost ratios, reduce average handling time, and avoid unnecessary contacts. You'll gain insights into the transformative impact of AI and automation on TUI's customer service efficiency, along with a forward-looking perspective on the evolution of AI in contact centres. Through real-world examples, you'll see how TUI is utilising cutting-edge features of Amazon Connect to deliver exceptional customer experiences.

Whether you're a customer service leader, a technology decision-maker, or simply passionate about delivering exceptional customer experiences, this session offers valuable insights into the future of cloud-based contact centres and AI-driven customer service innovation. Don't miss this opportunity to learn from industry leaders and gain actionable strategies for your own customer experience transformation journey. 

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

Download The Latest Agenda