www.talend.com ©Talend 2015 · EN TUI UK and Ireland, part of the TUI Group, is the UK’s largest tour operator with key brands including Thomson, First Choice, and Thomson Cruises. Sub brands include Thomson Sensatori, Thomson Couples, Thomson Family Resorts, First Choice Holiday Villages and SplashWorld Resorts. The company employs a team of 13,300 employees and serves over 5.2 million customers each year. Customer-Centric Vision The travel industry is undergoing considerable change. Not only has the tourist population doubled over the past 20 years (and will double again over the next 20), but also customers demand faster and more customized services. With access to more travel information online, clients can do a lot of research, expect more personalized services, and want the flexibility to make changes throughout their trip. At the same time, several online travel websites have evolved providing more options. TUI UK & Ireland recognizes it needs to continue to deliver superior customer service to address these changes, developing a long- term relationship with repeat business. Its customer-centric vision is to deliver a positive, personalized and seamless customer experience at every customer touch point where value is added at every stage. TUI UK & Ireland offers its customers holidays (including flight, accommodation and transfer) through three primary channels - its website, 650 retail stores and a customer contact center. The company has grown through mergers and acquisitions – each of which has brought legacy systems with challenges for sharing data across channels. “We needed to provide customer data to our frontline teams to enable a greater level of customer service and personalization,” said Louise Williams, General Manager of Customer Engagement at TUI UK & Ireland. “It will be a key enabler for our multi-channel strategy to allow customers to transition seamlessly between our sales and services channels.” To deliver on its vision, TUI UK & Ireland needed to be able to share all data in real- time. Customer master data management (MDM) is a method to link all customer data to a single file called a golden record, and then share this information internally where and when needed. “Previously our customer data was only used by the marketing teams, so it was only updated once a day and only needed to be accessed by a couple of concurrent users,” Williams stated. “We knew that we needed a real-time MDM solution to update and collate data in real-time and also allow access to many users at the same time.” TUI UK & Ireland recognized it needed to collect data across all touch points of the customer lifecycle from their very first holiday to their most recent – essential when it comes to offering a more personalized relationship. This provides what is known as a 360-degree view of the customer. “Any information we can capture about our customers in one channel can help personalize the experience and recommendations in other channels,” explains Williams. Delivering a richer and more personalized travel experience “ With Talend, we build a 360° customer view. With a customer’s lifetime of travel activities at their fingertips, our frontline teams can offer a greater level of customer service and personalization. CASE STUDY INDUSTRY • Hospitality/Leisure INFORMATION • HQ: UK • 10,001+ employees USE CASE • Customer experience CHALLENGE • Customer-Centric Vision TALEND PRODUCT USED • Talend MDM PARTNER • Virtusa RESULTS • More-personalized travel experience thanks to new customer-centric focus • Single “golden record” for each customer MDM links all data in a single file • New insights into customer preferences from records of a customer’s lifetime of travel ” Louise Williams, General Manager Customer Engagement, TUI UK & Ireland