You might not be surprised to hear that chatbots get a bad reputation in the press. The moment you know you’re talking to a chatbot about a highly emotional issue, you begin spamming “TALK TO A HUMAN” on your keyboard. 70% of loveholidays’ customers do not share that same frustrating experience. As Britain’s 3rd largest travel agent who have scaled their operations 3 times in 3 years, now with around 3 million customers, it was critical that new technology introduced was a help rather than a hindrance to the customer journey. In this session, we will hear insights from Eugene Neale as to how being a technology business is loveholidays’ primary focus, and selling services is secondary to that. With their contact centre being led by the CIO, the loveholidays customer service team is intrinsically connected to the IT function, resulting in as smooth a customer journey as possible when implementing new tech.