Case Study: TUI Group achieves a 360° customer view and more personalized travel experiences with Talend MDM

Delivering a richer and more personalized travel experience

TUI UK & Ireland, the UK’s largest tour operator serving over 5.2 million customers, faced fragmented customer data after growth through mergers and multiple legacy systems across web, retail and contact-center channels. The company needed a real-time master data solution to create a 360° customer view so frontline teams could personalize service, enable seamless multi-channel transitions, and replace marketing-only, daily-updated records that couldn’t support many concurrent users.

TUI implemented Talend MDM with partner Virtusa, using real-time integration, matching and standardization to consolidate data from reservations (AtCore), customer services (Pega), web (Hybris) and messaging (Tibco) into a single golden record with data governance. The result: agents access lifetime travel history to provide tailored recommendations, faster call resolution, fewer duplicate communications and reduced contact-center load; the solution met budget and schedule and is being rolled out to more business areas with additional analytics planned.

TUI Group

Louise Williams

General Manager Customer Engagement