01 - 03 April, 2019 | London, UK
Patrick Houbrigts, Director of Operational Excellence at Booking.com
Booking.com Logo

Patrick Houbrigts

Director of Operational Excellence

Check out the incredible speaker line-up to see who will be joining Patrick.

Download The Latest Agenda

Conference Day Two - Wednesday 3rd April

Tuesday, April 3rd, 2018

9:10 AM Case study: Booking.com’s customer service excellence journey: remaining agile through rapid growth and acquisitions

The scenario
Booking.com has recently emerged from 20% year-on-year growth and is now undertaking a major transformation to remove the hassle from the end-to-end customer journey. A major step has been the acquisition of Rentalcars in early 2018, with ambitious plans in place for further growth, innovation and digital transformation.  
Hear how we tackled the challenges of: 
  • Creating an agile process throughout the business, and building in time for the reaction of the customer base to allow for conclusive results
  • Re-designing the process around the introduction of AI in the customer service area, ensuring it reduces customer effort 
  • Integrating the processes, systems and culture of the Rentalcars business to create a seamless customer experience 
  • Creating a future roadmap to become The Experience Platform amid a competitive and ultra fast paced industry