Continueimproving thereservationexperience todrive more iBPDsand CXimprovementsProvidingadd-on infofor B.comand ETGteamsCustomerfeedback is bestenjoyed sippedalong withmorning coffee!  50% oforders witherrands havemultiple CScontactsEnsuringcustomerissues areresolved onfirst contactRise in iBPDsdoesn't alwayslead to anincrease inissuance rate;other factors playa roleClear customergoals improvemetric trackingandmeasurementYoY datatrends arekey forconsideringseasonalityCelebrate theSmall Wins: Everysmall step forwardcontributes to thebigger picture ofsuccess.Data is important;but asking theright follow-upquestions is keyto findingopportunitiesCreating auser-friendlybackoffice foreveryone tocheck orderdetails.Launch OrderService 2.0 forsimplifiedfeaturedevelopmentand scalabilityEnriching searchcontent and cross-sell entry points mayimpact bookability;leading to more priceinaccuracies andsold-out fare errors Always askstakeholderstheir preferredway of workingbefore startingInvest moretime tidyingup ordererrors to drivemore impactCS agents contactcustomers basedon phone numberarea codes, notactual geo-locations.Continueimproving thereservationexperience todrive more iBPDsand CXimprovementsProvidingadd-on infofor B.comand ETGteamsCustomerfeedback is bestenjoyed sippedalong withmorning coffee!  50% oforders witherrands havemultiple CScontactsEnsuringcustomerissues areresolved onfirst contactRise in iBPDsdoesn't alwayslead to anincrease inissuance rate;other factors playa roleClear customergoals improvemetric trackingandmeasurementYoY datatrends arekey forconsideringseasonalityCelebrate theSmall Wins: Everysmall step forwardcontributes to thebigger picture ofsuccess.Data is important;but asking theright follow-upquestions is keyto findingopportunitiesCreating auser-friendlybackoffice foreveryone tocheck orderdetails.Launch OrderService 2.0 forsimplifiedfeaturedevelopmentand scalabilityEnriching searchcontent and cross-sell entry points mayimpact bookability;leading to more priceinaccuracies andsold-out fare errors Always askstakeholderstheir preferredway of workingbefore startingInvest moretime tidyingup ordererrors to drivemore impactCS agents contactcustomers basedon phone numberarea codes, notactual geo-locations.

Learnings and Opportunities Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Continue improving the reservation experience to drive more iBPDs and CX improvements
  2. Providing add-on info for B.com and ETG teams
  3. Customer feedback is best enjoyed sipped along with morning coffee!
  4. 50% of orders with errands have multiple CS contacts
  5. Ensuring customer issues are resolved on first contact
  6. Rise in iBPDs doesn't always lead to an increase in issuance rate; other factors play a role
  7. Clear customer goals improve metric tracking and measurement
  8. YoY data trends are key for considering seasonality
  9. Celebrate the Small Wins: Every small step forward contributes to the bigger picture of success.
  10. Data is important; but asking the right follow-up questions is key to finding opportunities
  11. Creating a user-friendly backoffice for everyone to check order details.
  12. Launch Order Service 2.0 for simplified feature development and scalability
  13. Enriching search content and cross-sell entry points may impact bookability; leading to more price inaccuracies and sold-out fare errors
  14. Always ask stakeholders their preferred way of working before starting
  15. Invest more time tidying up order errors to drive more impact
  16. CS agents contact customers based on phone number area codes, not actual geo-locations.