CX Expert Series: Patrick Scurrah - Wyndham Destinations

CX Expert Series: Patrick Scurrah – Wyndham Destinations


Wyndham Destinations Asia Pacific develops, markets and sells vacation ownership interests across a network of 32 vacation ownership resorts in the Asia Pacific region, serving close to 60,000 owners. It also manages a collection of hotel and resort properties and mixed-use timeshare and hotel developments in the Asia Pacific region.

Key to Wyndham’s success is its ability to deliver on its service promise to customers. In this short video interview, Patrick Scurrah Systems Specialist, Customer Experience at Wyndham shares some of his secrets to success. He advises businesses who are just starting on their Voice of the Customer path on the importance of bringing internal teams along on the journey to help map what they are trying to achieve and help to secure the right tools and resources.

Patrick also talks about the impact of the program across Wyndham’s business. He explains that a critical element is the ability of their approach to transcend departmental silos to help teams around the company to make informed decisions that keep the customer at their heart.

Finally, Patrick talks about his experience of working with Confirmit. From their “refreshing approach” that makes them an extension of Wyndham’s CX team, to his pride at winning a Confirmit ACE award that has validated the work he is doing. Check out this quick CX case study video to find out how Confirmit is supporting Wyndham to deliver a program that has delivered a 15% cost saving as a result of improved customer retention.

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Check 2019 ACE Awards Book to find out the secrets behind the world’s leading Customer Experience and Voice of the Customer programs. 

The 2019 ACE Award Winners’ Showcase celebrates the success stories from companies who accomplish outstanding achievement in Customer Experience. The companies featured in the book are using the Voice of the Customer to make better business decisions that deliver better business outcomes; increased revenue, reduced costs, and company-wide culture change. GSK, LexisNexis, Mars Inc., Wyndham Destinations Asia Pacific and Virgin Money are just a few of the award-winning case studies that will inspire you to turn customer experience into a serious force for business change.

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