WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

2 - 4 March 2027 | London, UK

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Ben Hick

Director Customer Experience & Propositions TUI

Agenda Day Three

9:05 AM PRESENTATION: KEEPING CUSTOMER EXPERIENCE HUMAN IN AN INCREASINGLY DIGITAL WORLD

As organisations introduce new technologies across the customer journey, the challenge is no longer deciding where digital can replace people, but where it should. TUI shares how it is designing customer experiences around four guiding principles "Ease, Personalisation, Reliability and Care" using digital capabilities to remove friction while preserving the human moments that build trust, reassurance and loyalty. Ben Hick explores how organisations can create experiences that are both operationally efficient and deeply human.

Using technology to simplify customer journeys while preserving the moments where human interaction creates the greatest value.
Embedding human-centred principles to guide customer experience design and transformation.
Orchestrating digital and human experiences to build trust, loyalty and long-term competitive advantage.

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

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