Delivering End-to-End Memorable Experiences in the Travel & Hospitality Industry

In this podcast, hosted by Michael DeSalles, Principal Analyst at Frost & Sullivan, Becky Ploeger, Global Head of Hilton Reservations – Customer Care & Sales Support, and Hemal Shah, Head of Travel, Hospitality & Logistics Practice at Sutherland, discuss how hospitality organizations are redefining end-to-end customer experience through seamless, personalized, and technology-enabled journeys.

What You’ll Learn

• How Hilton and Sutherland are transforming reservations into a seamless, end-to-end experience that drives both customer satisfaction and revenue growth
• The role of AI and automation in enhancing efficiency while preserving human empathy
• How leading hospitality brands are elevating reservations into a strategic CX and revenue driver
• Best practices for delivering seamless omnichannel experiences across voice, chat, and digital
• How data and analytics enable personalization at scale
• Strategies to build operational agility and maintain service excellence during demand fluctuations
• The importance of strategic partnerships in accelerating innovation and transformation

Speakers