CWT Names Traveler Experience & Customer Management Team

CWT has named the leadership team of its newly created Traveler Experience & Customer business unit.

 Headed by President, Traveler Experience & Customer, Niklas Andréen (pictured), the newly formed unit has overall responsibility for delivering CWT’s B2B4E experience to its business travel and meetings & events customers and their traveling employees, maintaining CWT’s global customer growth rate, and servicing travelers through their chosen channel - from pre-trip to safe return.

“Our obsession is the customer experience of meeting both the demands of our clients and their travelers. Industry challenges have enabled CWT to redefine the business travel model by combining customer and traveler touchpoints under one leadership,” said Niklas Andréen. “This groundbreaking move provides greater efficiency and client intimacy, and delivers a more consistent service across channels and time zones, unlocking the full value of CWT’s offerings.”

Effective immediately, the core leadership team of the Traveler Experience & Customer unit is as follows:

- The newly created Global Sales organization, focused on continuing to grow CWT’s business globally and across key industry verticals, is led by Darren Toohey.

- Led by Nick Vournakis, and organized around industry verticals, the Global Customer Management team is responsible for all key global, multinational and national customer relationships, and for expanding these across the full width and breath of CWT´s offering.

- The newly created Global Market Management & Development organization is led by Belinda Hindmarsh, and focuses on developing national customers across the world, as well as executing CWT’s strategic market investments including China.

- The CWT Meetings & Events business is headed up by Chris Bowen and will continue to serve existing and potential customer needs – whether virtually, or in person.

- David Rha continues to lead the Global Customer Solutions team, focused on continuing to deliver an industry- leading 50+ Net Promoter Score rating across pre-sales, client implementation and product upgrades.

- Sonia Barriere leads Traveler Experience Operations, with end-to-end global responsibility for all contact centers and their staff servicing the travelers of CWT’s customers.

- Anthony Allinson leads the Traveler Experience Transformation team continuing to drive global consistency and the use of next generation technology to ensure greater operational efficiency and service innovation ensuring we are ready for the customer of the future.

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