(04 September 2022, 10:26 +07)
CWT has established a Center of Excellence led
by travel industry veteran, Maura Geertsma, who joined CWT in the
summer.
The center is dedicated to strengthening
end-to-end customer experiences, satisfaction and retention.
Maura Geertsma
With over 25 years of experience working in the
travel industry, Maura has held senior leadership positions in
various travel operations, including BCD Travel, Gopass Global,
and Partnership Travel Consulting.
Maura held an advisory role with ACTE (the
Association of Corporate Travel Executives), was a Sustainability
Committee Advisor to GBTA (the Global Business Travel
Association), and is a former Managing Director of cloud sales,
service & marketing specialist, Destined. Academically,
Maura has a Global Management MBA from the
University of Phoenix, Life Coaching qualifications from the
Transformation Academy, and is a graduate of Stenden University.
“To maintain our excellent customer retention
track-record, CWT is constantly evolving to match, and pre-empt,
changing customer needs and expectations in the travel and
meetings space,” said Nick Vournakis, CWT’s Chief Customer
Officer. “Formalizing our approach in a dedicated Center of
Excellence, led by someone of Maura’s recognizable talents, can
only serve to further underpin valued customer relationships.”
CWT has onboarded more than US$7bn in new client
business over the last five years, while maintaining an average
existing client retention rate of over 96% and a 61%
implementation NPS positive score.
Recent CWT customer portfolio developments include
an expanded long-term relationship with one of the world’s ten
largest companies, a new contract with a large private equity
firm, a leading media & entertainment conglomerate and renewed
contracts with a large accounting and consulting firm, an
American-based diversified conglomerate, and one of the world’s
largest big box retailers.
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