Thomas Stack, Head of Customer Experience hos Albatros Travel og manden bag podcasten Kunderejsen (74+ afsnit)
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About this session
In this first edition of CX Corner, Anders Rønnebech sits down with Thomas Stack for an honest conversation about what customer experience looks like when you deal with it every day. Thomas talks about the work at Albatros Travel, where the journey is an experience product assembled from suppliers you don't control – and why the most important customer experience is often the one the customer never notices.
The conversation covers bad practices as a better teacher than Disney examples, who actually owns the customer journey, AI analysis of thousands of customer conversations, survey fatigue and the future of customer feedback – and why human skills become the competitive edge as the systems get easier to learn.
Before the interview, product manager Carsten shares an important update from the real world: the EU is now enforcing the AI Act's transparency requirements, with concrete consequences for anyone using AI in customer service.
Meet the guest
Perspectives from someone who deals with this every day
Thomas Stack
Head of Customer Experience, Albatros Travel
Thomas Stack is responsible for everything customer-related at Albatros Travel – from purchase through the journey to repeat business – and works as a tour guide on selected trips, meeting customers in the moment of truth. He is the man behind the podcast Kunderejsen, which since 2020 has passed 74 episodes of conversations on customer experience, customer service and leadership, and is one of the most experienced CX voices in Denmark.
Takeaways from the session
The most important things to bring home
AI Act håndhæves nu
Din chatbot skal sige, den er AI, som det allerførste. Bøder op til 15 mio. euro eller 3 % af global omsætning.
Tre ting, kunden aldrig må være i tvivl om
At de taler med en maskine, hvorfor den svarer som den gør – og hvornår et menneske kan tage over.
Den bedste kontakt er den overflødige
Gør oplevelsen bedre for dem, der aldrig kontakter kundeservice – den bedste service er ofte den, kunden slet ikke behøver at efterspørge.
Glade genkøbere slår call deflection
Kunder der køber igen og anbefaler jer er målet – deflection og AHT er detaljer under det.
AI-analyse fjerner recency bias
Transskriberede kundesamtaler giver ledelsen tal og størrelsesordener i stedet for mavefornemmelser.
Det menneskelige er konkurrencefordelen
Invester i menneskelige kompetencer og kulturforståelse – systemerne bliver kun lettere at lære.
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