Booking.com maps employee journeys to keep pace

Anyone that follows the ECCCSAs will be familiar with Booking.com winning awards. In 2018 they were recognised for their approach to the employee experience.
Many brands have had no choice but to instate a more measured approach to retaining and developing their call centre talent. However, in the case of Booking.com, this was always considered part of the DNA.

“We operate in an incredibly fast-paced industry where emerging technologies are continuously fuelling new kinds of travel experiences, which also means new expectations from our customers,” says Alessandro Rotelli, regional director of customer service EMEA at Booking.com.

“The only way to keep pace and continue delivering ever more efficient and personalised levels of service is to invest in the development of our people, something that has been central to our company since our days as a small start-up.”

To read their story, go to MyCustomer.