Intelligent Customer Service for Travel & Hospitality

How to Use AI & Automation to Transform Digital CX & Empower Agents

For Travel & Hospitality companies, intelligent customer service needs to adapt to changing customer behavior and competitive dynamics. But how are top industry leaders planning to incorporate this level of service?

Aberdeen’s research shows that AI and automation tools are among the top technologies Travel and Hospitality leaders plan to use to achieve these goals. Join Vice President & Principle Analyst at Aberdeen, Omer Minkara and our panel of presenters as they discuss how to use AI and automation to transform digital CX and empower agents.


Omer Minkara


Subreina Thelwell

Director Customer Success

Annie Shea Weckesser


Key Highlights

Top goals and challenges influencing digital service programs

The role of AI and automation in transforming customer service

Building blocks for driving success

Meet the Speakers

Omer Minkara

Analyst, Aberdeen
Omer Minkara is the VP & Principal Analyst leading the Contact Center & Customer Experience Management research within Aberdeen. In his research, Omer covers the best practices and emerging trends in the technologies and business processes used to enhance the customer experience across all channels (e.g. social, mobile, web, email and phone). Omer’s research is widely consumed by senior-level Customer Care, Contact Center, Sales, Marketing, IT and Service executives. He has published numerous industry research papers, which are used by executives worldwide to build and nurture strategic customer engagement programs. Omer also speaks frequently with global decision makers to discuss their contact center and customer management activities.

Subreina Thelwell

Director Customer Success, Uniphore
Subreina is a knowledgeable and performance-driven Customer Success Professional with a wealth of proven experience in managing multiple and complex client accounts, increasing revenue, driving optimization and ensuring profitability, all while creating and building longer-term positive client partnerships. As part of the customer success leadership team, Subreina leads with a customer-first mentality and a focus on delivering business value to her customers every day. Subreina is responsible for the overall success of the client post-delivery, onboarding new users and enabling them in the integration of Uniphore’s solutions, while acting as trusted advisor. As the voice of the customer, Subreina works to keep users engaged, providing valuable feedback to our sales and technical teams on common user behaviors and opportunities for optimizing and improving our solutions.

Annie Shea Weckesser

Chief Marketing Officer, Uniphore
As Chief Marketing Officer, Annie leads the marketing and communications team responsible for building reputation, engagement and demand across the globe. Prior to this role, Annie spent three years as both the Chief Marketing and People Officer for Uniphore, which included leading all functions of marketing and HR. Before joining Uniphore, Annie was part of the leadership team at NIO, a next-generation car company, leading U.S. marketing and communications from startup through a successful IPO. Previously, Annie held various strategic communications and marketing roles for the global technology giant Cisco for nine years. Throughout her career, she has counselled and partnered with some of the world’s most senior corporate and government leaders and their teams.