The Hotel Experience - 2018 Show Directory - 16
CONFERENCE SCHEDULE
Sunday, November 11, 2018
Track: Technology
Room: 1E08
10:45 AM - 11:45 AM
brought to you by
ALEXA? WHAT DOES VOICE TECHNOLOGY MEAN FOR HOTELS?
This panel will dive into how voice technology has impacted different-and sometimes unexpected-areas of the hospitality industry, from security to loyalty.
The experts on the panel will also weigh in on how voice technology will shape hospitality in both the near and distant future.
MODERATOR
PANELISTS
Samantha Ahuja
Kate Hughes
David Berger
Partner
Morris, Manning &
Martin, LLP
Editor
Lodging Media
Chief Executive Officer
Volara.ai
Michael Cohen
Head of Business
Development
Angie Hospitality
Christian Cooper
VP of IT
Dream Hotel Group LLC
Track: Operational Excellence
Room: 1E10/11
10:45 AM - 11:45 AM
ENGAGING YOUR GUESTS: HOW CUSTOMER DATA CAN TRANSFORM CX AND CREATE
BOTTOM-LINE SUCCESS
With the recent explosion of guest feedback across direct and social channels, user-friendly mobile apps, and on-site interactions, hospitality operators and
owners have an abundance of customer data, and with this data, they finally have the opportunity to truly engage and create personalized experiences across
touch points. In what ways are brands doing this today? What is their vision for the future of CX and how are they working to close the customer-to-company
communication gap?
This panel presentation will discuss how customer data can transform the customer experience and ultimately create bottom line success. Moderated by David
Mollov, Global Lead of Hospitality, Travel & Leisure at Medallia, this panel discussion will touch on key themes in customer experience, including using social
media to "close the loop," engaging guests during all points of their visit and increasing survey responses through personalization.
INTRODUCTION
Geoffrey
Ryskamp
Global Head Hospitality, Travel
& Leisure
Medallia
MODERATOR
PANELISTS
David Mollov
Principal,
Hospitality, Travel
& Leisure
Medallia
Chris Graziano
Senior Manager,
Customer
Experience
Wyndham Hotels
& Resorts
Lauren Helbig
Senior Manager,
Membership
Engagement
Leading Hotels of
the World, Ltd.
16
W W W. T H E H O T E L E X P E R I E N C E . C O M
Bohdan Iwaniuk
Manager,
Operations and
Talent Development
Loews Hotels & Co.
http://WWW.THEHOTELEXPERIENCE.COM
Table of Contents for the Digital Edition of The Hotel Experience - 2018 Show Directory
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