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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
Keywords:
Tern, Flight Path podcast, CRM for travel agents, itinerary builder, automation templates, AI Assist, customer experience for travel advisors, travel agency operations, onboarding and implementation, wave season prep, travel advisor training, host agency tools
