How Tern is leveling up customer experience and AI Assist

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Flight Path by Tern

Tern Software Inc

68 episodes

1 week ago

Welcome to Flight Path, your weekly insider’s guide to the latest in travel technology with Tern, the premier platform for travel advisors. Join us every Friday as Tern’s R&D leadership takes you on a journey through what’s new and exciting in Tern, unveiling the features and updates shipped each week. Hosted by Tern’s co-founder and CEO David Shull, Head of Product Molly Johnson, and Head of Design Brad Turner, Flight Path offers a unique peek behind the curtain of building the best platform for travel advisors. From in-depth discussions about new releases to behind-the-scenes insights into the design and development process, you’ll gain a comprehensive understanding of the innovation and hard work that drive Tern’s success. Whether you’re a travel advisor looking to stay ahead of the curve or a tech enthusiast curious about the latest advancements in travel technology, Flight Path is your go-to source for all things Tern. Tune in every Friday and let us navigate you through the future of travel. Hosts: David Shull: Co-founder and CEO of Tern Molly Johnson: Head of Product at Tern Brad Turner: Head of Design at Tern

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How Tern is leveling up customer experience and AI Assist

Flight Path by Tern

38 minutes 59 seconds

1 month ago

How Tern is leveling up customer experience and AI Assist

Episode Overview: In this episode, the Tern team kicks off with a warm welcome to Abby, Tern’s new Head of Customer Experience, as she joins David Shull (CEO and Co founder) and Molly Johnson (Head of Product). Together they dive into the past two weeks of conferences, new learnings from advisors, and the evolution of Tern’s CX strategy. From major AI Assist upgrades to improvements in agency workflows, it is a fast paced look at how Tern is building both smarter tools and a stronger customer support foundation. Plus, a sneak peek into the big reveals planned for the December 4 webinar.

Episode Topics:

(00:00) Week in Review

The team recaps CruiseWorld and the Signature Conference, Abby’s first trade show experiences, and life on the road during event season.

(06:37) What Customer Experience Means at Tern

Abby introduces her role and outlines how support, success, implementation, and training will now operate together to improve advisor outcomes.

(09:42) Topic Based Office Hours and Tern and Learn Improvements

How new flexible training formats help advisors join sessions when they actually need support.

(12:11) Balancing Learning Styles Across Agencies

The team discusses different user personas and how Tern is designing resources that work for Loom lovers, deep dive learners, and AI first advisors.

(17:31) Major AI Assist Upgrade Molly breaks down the new ability to automatically match hotels from PDFs to Tern’s verified database, enhancing itineraries with photos and structured details.

(23:30) Quality of Life Updates

From media tab improvements to commission payout logic and better group trip workflows, the team walks through the latest usability fixes.

(34:11) Additional Enhancements

Refreshed team management pages, display improvements for cruise room categories, and ongoing refinements based on Facebook group feedback.

(36:52) Looking Ahead

Planning for Tern’s next users conference, huge architectural upgrades, and big reveals coming in the December 4 webinar.

(39:15) CX Team Focus for Next Week

Support metrics, onboarding guides, agency training for year end commissions, and coverage planning for holidays and offsites.

Show Highlights:

New AI Assist enhancements that automatically match hotels to Tern’s database

Upcoming training improvements including topic based office hours

Better commission payout logic tied to overall trip dates Upgrades that make group trip collaboration more seamless Design refreshes that set the stage for large host agency tooling

Early hints at major December 4 webinar announcements