Brianna Thompson
Brianna Thompson is Head of Contact Center at World Travel Holdings, where she approaches customer experience from the perspective of the person having the conversation. At World Travel Holdings, agents handle sales and service, moving between company and supplier systems while trying to understand what travelers need. Thompson’s work centers on making that complexity easier for employees to manage.
Her remit spans contact center infrastructure, knowledge management, and AI-assisted agent tools, with an emphasis on giving employees faster access to the information and systems they need while a customer is still on the call.
She sees the opportunity in AI to automate more conversations and to strip away the searching, system switching, and administrative work surrounding them. Used well, AI can surface relevant knowledge, organize context, and help agents get to the next best action without losing control of the interaction.
Thompson’s work points to a contact center where complexity stays behind the scenes, so an advisor can quickly understand the customer, resolve the immediate issue, and see what might be useful next. In that process, technology carries more of the operational burden so agents can spend more of their attention listening, advising, and making decisions.
World Travel Holdings is one of the largest leisure travel companies in the U.S. and the nation’s largest cruise agency, with a portfolio of nearly 40 travel brands. Founded in 2005, the company sells cruises, resort vacations, villas, resort day passes, and luxury travel services through its own brands, franchise network, and private-label partnerships with major airlines, hotels, and other travel companies. It has more than 1,200 U.S. employees and approximately 150 employees in the U.K.