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Thomas Cook Northern Europe Transforms Customer Experience with Usabilla’s VoC Solution

2 min read

We’re excited to announce that Thomas Cook Northern Europe (TCNE) has recently come on board as a Usabilla customer. Anna-Karin Fossum, Head of User Experience & Design at TCNE, chose Usabilla to facilitate TCNE’s customer-centric strategy and improve their digital channels.

In everything we do it is very important to listen to our customer feedback.
– Anna-Karin Fossum, Head of User Experience & Design, TCNE

TCNE covers the Nordic region of Thomas Cook’s passenger airlines, package holidays, cruise lines, hotels, and resorts. As a company dependent on their digital channels for customers to book their trips, TCNE needed to quickly understand the experience that their customers have with their site. Through the Usabilla feedback button, they can now collect insights in real-time.

With the customized feedback button we get instant feedback from the customer and constantly improve our customer experience.
– Anna-Karin Fossum, Head of User Experience & Design, TCNE

Based on the feedback they receive, Fossum and her team will create a list of the top and recurring pain points, then create an actionable plan for improvements. The teams in charge of customer experience at TCNE can now prioritize projects based on their customers’ needs, solving the most impactful issues first.

We are delighted to announce our partnership with Thomas Cook Northern Europe and look forward to working together towards the higher road to customer-centric strategy.

About Usabilla

Usabilla helps brands like KLM, Tommy Hilfiger, Philips and to improve the performance of their websites, apps, and emails with live user feedback. Our clients utilize our software to stop guessing what users want, and start listening to what they need. Headquartered in Amsterdam, Usabilla was founded with the belief that continuous user feedback is the key to any successful website, product, or service. Over 20,000 clients worldwide use our Voice of Customer solutions to improve user experience, increase conversions, and boost customer satisfaction.
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About Thomas Cook Northern Europe

Thomas Cook Northern Europe sells around 1.6 million trips annually and the group includes the tour operators Ving, Globetrotter, Spies, Tjäreborg, Thomas Cook Airlines Scandinavia and the hotel company Hotels & Resorts in which the own hotel chains Sunwing Family Resorts, Ocean Beach Club and Sunprime Hotels are included. Northern Europe is part of Thomas Cook Group plc., one of the world’s leading leisure travel groups, with sales of £9.6 billion in the year ended 30 September 2018. It is supported by 21,000 employees and has 200 own-brand hotels. It operates from 16 source markets and serves over 22 million customers annually. Thomas Cook Group plc’s shares are listed on the London Stock Exchange (TCG).
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