Jamaica Tourism Learns Importance of Customer Experience

Allianz Global Assistance Executive Highlights Importance of Customer Experience at Tourism Service Excellence Awards

MONTEGO BAY, Jamaica –  Daniel Durazo, Director of Communications for leading travel insurance provider Allianz Global Assistance, delivered the keynote address at the 2016 Tourism Service Excellence Awards in Montego Bay, Jamaica, highlighting the importance of the customer experience to service excellence.

The gala event is Jamaica’s highest national accolade to be given to persons and organizations in the tourism sector in recognition of service excellence.

While providing travel insurance and assistance to millions of customers every year, Allianz Global Assistance uses software to survey and gain insight from thousands of customers every week. The company also uses speech analytics tools to monitor customer service interactions that are handled over the phone.

Through these surveys and analytics tools, Allianz Global Assistance coaches their frontline associates and adjusts how they do business to better serve their customers.

At the awards ceremony, Mr. Durazo spoke about how important the customer’s experience is to customer service overall.

Edmund Bartlett and Dan Durazo on Tourism Excellence Awards in Jamaica

Jamaica Minister of Tourism, Hon. Edmund Bartlett (left) expresses thanks to Dan Durazo, Director of Communications, Allianz Global Assistance, following his keynote address at the Tourism Service Excellence Awards.

“I’m honored to have had the chance to speak about customer service, a topic that is so ingrained in our business, alongside Jamaica’s leading travel professionals,” said Daniel Durazo. “In an increasingly competitive travel industry, excellent customer service proves to be an integral part of a brand’s success.”

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