Thomas Cook’s head of digital Graham Cook explains how the travel giant is working on innovation in this new Youtube video.
The clip previews his appearance at May’s Customer Centric Innovation in Travel conference in London.
The day-long event will also see keynotes from Adrian hands, TripAdvisor’s EMEA eCommerce lead, Barry Goldstein, Wyndham Hotel Group’s chief digital and distribution officer and Andrea Boni, vice president innovation and business development at Brussels Airlines.
In the seven-minute clip, Cook talks about the importance of Thomas Cook to have a consistent omni-channel rich content digital experience as they ocillate between channels.
Cook warns against having different channels competing against each other with different profit and loss accounts in the business because this means nothing to the end customer.
Customer Centric Innovation in Travel is due to take place on May 4 at Mill Bank Tower in London.
The conference is being run by One Connected Community, which focuses on the role of technology in enhancing the customer experience and making organisations more profitable.