27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Mike Dudarenok

Regional Director, FCM Innovation Lab (APAC)
Flight Centre Travel Group

Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019

10:40 AM Utilising AI to Simplify the Customer Experience within a Complex B2B Landscape

Flight Centre Corporate are responding to a fundamental shift in customer expectations and using CEM to help to refocus on what’s important to the business. The challenge faced by Flight Centre Corporate is improving the customer experience for both corporate booking agents and the traveller, whose needs differ. In this session:

  • How Flight Centre have pivoted their focus from savings to ‘making things easier’ for all customers
  • The process of creating the pilot AI online booking tool, Savi – who brings knowledge closer to the customer and has modules for both booking agents and travellers
  • Navigating an environment where product delivery is restricted by each company policy

Chaired By:

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

Download The Latest Agenda