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Tealeaf will help the company in its efforts to improve conversion rates

Kuoni Travel improves customer experience across Scandinavian websites with Tealeaf

Kuoni Travel, one of the world’s leading global leisure travel organisations, is deploying Tealeaf Customer Experience Management (CEM) software across its three Apollo-branded Scandinavian websites after successful deployments on the company’s Swiss and UK sites. Tealeaf will help the company in its efforts to improve conversion rates and increase revenues by delivering improved online customer experience for the sites in Sweden, Denmark and Norway.

Since deploying Tealeaf on its UK and Swiss sites in June 2009, Kuoni has been able to improve customer experiences and understand why a given customer did or did not complete a process successfully. By minimising the time wasted recreating errors, and having pre-configured triggers for certain thresholds of customer struggle, the company can react instantly when issues arise. Expanding this common view of a customer across the company’s Scandinavian sites will help Kuoni move to a position where it can better understand and maximise the value of every visitor, in every region.

“The insights into customer behaviour that Tealeaf provides has entirely changed the way we design and manage the websites” said Joachim von Maltzan, Usability Manager at Kuoni. “The move to roll Tealeaf out to our Scandinavian websites was an obvious one and we are keen to use it to identifying whether customers in different regions are behaving in different ways and make more informed changes as a result.”

“Using Tealeaf, Kuoni will be able to ensure that its customers in the Scandinavian region get the same high levels of customer experience as visitors to its other websites,” said Martin Hucker, European Country Manager at Tealeaf. “Identifying and dealing with online customer struggle, whenever it happens on a site, will help open the door to truly customer-centric change at Kuoni and, ultimately, will improve the performance of its entire e-business operation.”

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Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.

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