1. We Deliver A Remarkable Experience World Travel Holding Confidential © 2014 - All Rights Reserved. Engagement of Virtual and Home Based Employees through the Voice of the Customer Susan Kressel Customer Experience Manager World Travel Holdings

2. We Deliver A Remarkable Experience World Travel Holding Confidential © 2014 - All Rights Reserved. 2

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4. 4 Gathering the data & analyzing it Clearly defined customer experience metrics Understanding what those metrics are telling us through data analysis We are collecting the voice of the customer through post-call survey & welcome home email survey Post-call surveys generated after each sales & service call immediately following agent interaction (Uptivity) Welcome Home surveys sent post travel (Key Survey) Sharing the data & taking action Inspire Data entered into shared reporting resource (Cognos) Data also sent to agent real-time as clients submit it Dedicated CE recovery team to immediately connect with clients as applicable Individual agent scorecard presented monthly via email with all customer experience metrics Agent Dashboard (see example) Dedicated Intranet page (see example) Taking action on trends and initiating collaboration efforts solely based on the voice of the customer (marketing, accounting & product teams) Rewards & recognition program in place via Achiever's platform (monetary and non monetary awards) Work-life balance Coming in 2015….Creating CEO’s (Customer Experience Owners) Taking survey data from analysis to action to inspiration

5. We Deliver A Remarkable Experience World Travel Holding Confidential © 2014 - All Rights Reserved. 5

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7. 7 Focusing on good things makes more good things happen Hearing directly from customers creates a more engaging experience Nothing is stronger than the voice of the customer Key Takeaways