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Explore how TUI Group, one of the world's leading tourism organizations, successfully transformed their customer service operations through AI-powered cloud migration in this AWS re:Invent 2025 conference session. Discover the comprehensive modernization journey that involved onboarding 10,000 agents and retail staff to Amazon Connect across 12 European markets in 8 languages. Learn about the implementation of conversational IVR and bot technologies that simultaneously improved both customer and agent experiences while achieving a 10% reduction in operating expenses. Gain insights into proven AI and modernization success stories, along with best practices for cloud migration specifically focused on customer service transformation. Understand the strategic approach to scaling customer service operations across multiple markets and languages while leveraging Amazon Connect's capabilities to enhance the overall customer journey in the tourism industry.
