Virgin Atlantic
Holidays through conversation
Vision, strategy and service design for a new omni-channel sales experience
Virgin Atlantic Holidays knew their traditional sales channels were limiting customer experience and commercial performance. While customers increasingly expected the ease and familiarity of channels like WhatsApp, Messenger and live chat, the business had no clear path to integrating them into its existing model. Sales and service teams were tied to legacy systems and ways of working that didn’t reflect how people now wanted to book and manage their holidays.
We partnered with the Virgin Atlantic team to develop a strategy for ‘conversational commerce’. Through co-design workshops with sales, marketing, product and engineering, we helped define a new service model and service blueprint to guide roll-out. With the strategy in place, the team secured funding to pilot the experience and, just weeks later, launched new customer channels including WhatsApp, SMS and enhanced live chat.
Our impact
- Defined the service strategy for a new sales channel
- Created a future-state service model and supporting blueprint
- Co-designed the experience with cross-functional teams across sales, product and engineering
- Enabled rapid launch of new channels including WhatsApp, SMS and live chat
- Helped secure internal funding to pilot the new omni-channel service
Berst helped us innovate at a ridiculously fast pace. In a matter of weeks we had developed a compelling customer-focused business case for the board that would dramatically improve the way we engage with our customers. 3 months later we had launched our MVP and are already seeing the benefits.
