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How TUI is focusing on the customer experience

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TUI this week explained how its ecommerce platform is continuing to evolve as it focuses on the customer experience in order to drive “profitable top-line growth.”

The multichannel travel company says its online platform, now operating in its UK and Nordic markets, has improved the customer experience and is achieving higher conversion rates.

One key vehicle for customer engagement is TUI’s digital assistant app which has so far been downloaded 1.8m times.

The company is also putting in place an SAP-based central customer platform which will provide a single view of customers on their journey across TUI’s different sales channels. An eCRM platform, also being put in place, will support strategic marketing.

The update came as TUI reported revenue of €5.1bn (£3.6bn) in the third quarter of the financial year, some 6% up on the same time last year, while earnings before interest, tax and depreciation of assets rose by 18%.

The company said 86% of capacity had been sold for summer 2015 but that it had been affected both by terrorist attacks in Tunisia and economic crisis in Greece.

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