Turning a mountain of customer signals into real company change is the ultimate CX challenge. The "Outer Loop" at Booking.com uses omni-source insights and AI to zero in on the problems that matter most, leveraging Qualtrics to find high-value fixes and speed up decision-making. This session offers a first look at their "agentic" future with a sneak peek at Q1 tests already in motion. Grab the blueprints for a sharper way to prioritize what to fix next and learn how to turn raw data into a better experience for everyone.

Speakers

Gill Fisher 

Booking.com // Director of Service & Process Design - Customer Service

Stefan Fuczek

Booking.com // Senior Customer Experience Manager