Kuoni Travel Improves Customer Experience Across Scandinavian Websites With Tealeaf

 

London, 16 November 2010 - 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."

About The Kuoni Group

The Kuoni Group is one of the world's leading globally-active leisure travel organisations, with a worldwide workforce of 9 070 (full-time-equivalent) employees and consolidated turnover for 2009 of CHF 3 894 million. Kuoni's activities are focused on its core leisure travel and destination management businesses. The head office of Kuoni Travel Holding Ltd. is in Zurich, Switzerland, where Alfred Kuoni founded the company back in 1906. The Kuoni Group has steadily and systematically developed its position in the world travel market over the years, and has branch operations today in more than 40 countries in Europe, Asia, Africa, Australia and North America. In the premium and specialist segment, Kuoni is the world's number-one provider. Kuoni aims to be not only the leading but also the most successful and most internationally-established tourist travel company in this business segment. The Kuoni Group was named "World's Leading Tour Operator" at the annual World Travel Awards for eleven years in a row.

About Tealeaf

Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behaviour analysis. Tealeaf's CEM solutions include both a customer behaviour analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit www.tealeaf.com.

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