The 10 Most Enriching Travel Experience Solution Provider 2019

How does the organization protect
the interests of its customers and
how it assists them in times of need?
Collinson helps to protect the interests
of our clients’ customers, and our own,
and assist in times of need. Our travel
insurance solutions blend our unique
experience across sectors to deliver
smarter products that respond to the
individual needs of every customer.
We have experience in the travel
insurance industry across a wide range
of demographics including general
mass market, over 50s’, students and
impaired risk. Our expertise covers
sales, product design, underwriting,
medical screening, claims, and
assistance services.
Our customer service ethos,
“Delivering Service Differently,”
recognizes that every customer is
different and each interaction matters.
We provide our partners and their
customers with a personalized service
and tailored support while always
keeping the customer at the forefront.
Collinson also provides a global
traveler assistance service, supporting
customers at home, on the road, or
abroad through claims handling and
management services. Our 24-hour
specialist teams operate robust
independent networks and we pride
ourselves on delivering superior
assistance through our experienced
case handlers. We recently joined
forces with Drum Cussac to launch a
24/7/365 integrated travel risk
management solution that enhances the
wellbeing of employees traveling
abroad and helps organizations fulfill
their duty of care and beyond.
Our assistance business offers a
responsive and intuitive claims and
assistance service when customers
need us the most. We’re committed to
creating the best possible customer
experience at every touchpoint and
work with our partners to tailor the
most appropriate solution for their
business model and customer base. In
We use our expertise
and products to craft
customer experiences
that enable some of
the world's best known
brands to acquire,
engage and retain the
most demanding and
choice-rich customers.
the travel insurance context, it’s
important that the necessary ‘human
channels’ are in place for customers to
quickly talk to an expert. The key is
finding a balance between the human
and digital interaction at the correct
time – it’s so important that we get this
right, given the impact it can have on a
customer who is in the middle of a
travel emergency, for example.
What are the strategies of Collinson
to engage deeply with customers?
Tell us more about your Loyalty
solutions.
Today’s choice-rich consumers expect
more for their loyalty than ever.
Working with leading brands around
the world, we craft experiences that
enable them to acquire, engage, and
retain the most demanding customers.
When delivered correctly, loyalty can
be a powerful way to positively
influence customers, and a brand’s
bottom line. But this is getting harder
to achieve.
Our loyalty experts differentiate each
client’s proposition using our unique
combination of strategy, awardwinning
solutions, and services. Over
the last few years, we’ve built an even
more seamless approach – mapping out
precisely what the customer wants and
expects and introducing products and
services that help our clients deliver on
those objectives. We have a customerfirst
focus – using insights to
understand the customer, then
designing and delivering motivating
and compelling experiences.
Our innovative loyalty solutions are
tailored to allow global travel, financial
services, and retail brands to address
their opportunity gaps and drive
customer devotion, both in-store and
online. Our powerful loyalty platforms
give brands the ability to track,
recognize, reward, and communicate
with their members to deliver a truly
personalized, seamless experience. Our
points earning and redemption
solutions also drive deeper engagement
by providing members with greater
choice and personalized shopping
experiences when earning and burning
their loyalty currency.
How according to you could the
potential evolution of travel and
tourism affect the industry, and how
does Collinson envision sustaining its
competency?
In today’s ‘experience economy’
people choose to spend their time and
money on enjoyable experiences that
enrich their lives. Consumers are
looking more for meaning in what they
do: possessions are proving less
rewarding than the memories and
learnings they gain from the things
they do.
Our latest global research shows that
travel is consumers’ go-to option when
choosing how to spend their time and
money – good news for airlines,
airports, travel providers, and
suppliers.
We believe customer experience is the
ultimate battleground between
competing brands. To add value and
differentiate themselves, companies
need to find new ways to embed
benefits throughout a customer
experience that are thoughtful,
relevant, and that create the potential
for a more emotional connection.
Brands that offer products and services
that drive better experiences will reap
the rewards of customer loyalty, and a
greater share of wallet. By