In a mobile-focused world where Millennial travelers are shaping the travel market, a Hotel businesses need to be guest-centric.
Address Key Issues
Learn to manage traditional silos and break through the benefit of the bottom line
Gain A Full Understanding
Learn from best practice across sectors and across channels – online, retail, mobile
Key Takeaways
Focus on practical review and implementation of change
This 3-day intensive programme will offer Hotel Professionals a deep dive into understanding the intricacies of digital guest experience management. Armed with your pre-training exercise in reviewing your current digital guest experience, you will benefit from hands-on, practical training in selecting appropriate metrics, setting effective key performance indicators (KPIs) and using various tools and techniques available to understand your customers and delivering the best experience which will build loyalty.
Understand the three key areas for Customer Experience (CX) Management – relevant for both the established CX professional, as a refresher, or for CX novices who are looking to sharpen their customer experience strategy creation and implementation.
Our Expert Trainer is an award-winning speaker, trainer, and entrepreneur. Household names have entrusted her with their Brand and Customer Experience development including Hermès, Kaya Skin Clinic, Barclays Bank, Shell, Lloyds TSB, Accenture, eBay, Cisco, and other FTSE/Fortune 100 organisations, as well as Middle Eastern and Southeast Asian power players such as EASA Al Gurg, blibli.com, Lazada, Unilever, among others.
She is a passionate advocate of ‘wowing’ the customer, so her areas of expertise include Omni-channel Customer Experience, Customer Engagement Measurement, and Analysis, Retention and Life-stage Marketing, Live Chat/Chatbot Strategy and Execution.
She has consulted some of the most forward-thinking (r)etailers and digital players in the online gaming world, such as Ladbrokes plc, Betfair plc, and Gala plc. Her breadth of business expertise has equipped her to deliver cutting-edge programmes globally; from Manama to Dubai, London, Texas, Kuala Lumpur, Jakarta, Johannesburg, Singapore, Hong Kong, and Shanghai, she has inspired and enlightened audiences worldwide.
She is currently authoring a book on Omni-Channel Customer Experience.
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