Thomas Cook India Creates Experience Business with CXDesk
Virtuos Digital—Consultare Helps Thomas Cook Transform CX into a Scalable, Competitive Edge
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About Thomas Cook India
Thomas Cook (India) Ltd., part of Fairfax Financial Holdings, is a leading integrated travel services company in India. Established in 1881, the company today offers a wide portfolio including international and domestic holidays, foreign exchange, corporate travel, MICE (Meetings, Incentives, Conferences, and Exhibitions), visa services, and insurance. With a network spanning 100+ locations across India, Thomas Cook India is one of the most trusted travel brands, catering to individuals, corporates, and institutional clients across the globe.
The Journey from Oracle CX to CXDesk
In 2013, Thomas Cook India took a pioneering step by implementing the Oracle CX Suite—including RightNow, a powerful platform for Customer Service, Knowledge Management, and Multi-channel Engagement. The solution, implemented by Virtuos Digital—Consultare, supported thousands of users across inbound and outbound travel, FOREX, holiday packages, and MICE operations.
While Oracle CX offered enterprise-grade breadth, over time Thomas Cook’s processes evolved rapidly, driven by digital adoption, changing customer expectations, and industry disruption. Constant customizations, integrations, and support needed to match this evolution became difficult to sustain internally. The company needed a more dynamic, scalable, and experience-first solution to continuously innovate and maintain CX excellence.
Enter CXDesk: A Modern Experience Command Center
To address this challenge, Thomas Cook India partnered with Virtuos Digital—Consultare again to implement CXDesk, an AI-augmented, real-time Experience Operations platform built for the Experience Economy.
CXDesk is not just a service model—it’s a command and control center for customer experience, likened to the S-400/S-500 defense system in its ability to defuse issues, anticipate engagement threats, and optimize customer journeys dynamically.
Rather than staffing hundreds of niche specialists, CXDesk introduces a fluid, multi-skilled workforce model—blending experts in design, AI, support, analytics, automation, and domain consulting. This creates high efficiency and agility, allowing Thomas Cook to keep up with fast-changing customer behaviors and seasonal travel surges.
Benefits & Metrics
- improvement in time-to-resolution for service inquiries.
- 65%
- reduction in dependency on internal IT for CX configurations and content updates.
- 80%
- faster launch of campaigns and new package rollouts.
- 40%
- omnichannel consistency, leading to higher customer satisfaction scores and loyalty.
- Seamless
The Defacto Standard for Experience Operations
Today, CXDesk has become the de facto standard at Thomas Cook India for managing experience delivery at scale. By embracing this next-generation model, Thomas Cook not only sustains operational agility but also reinvents how travel services are delivered—with precision, personalization, and proactivity.
To discover how CXDesk can help your business build an experience-first operating model, visit:
vdc.com/cxdeskExplore more Customer Success Stories
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