Aug 8, 2018
An interactive discussion of hospitality executives includes
myriad pieces of advice:
"One easy thing to do is stop calling it omnichannel, because that
is from your perspective as opposed to the customer's
perspective."
"My main tip would be, be very creative in looking within your own
organization, what type of resources you can use as part of your
customer services organization."
"Flexibility, and agility is key. We have to look at proactivity
and a little bit more pragmatism on that front in terms of solving
the issue that we currently have."
"Be very creative in looking within your own organization, what
type of resources you can use as part of your customer services
organization. So in our case, we use employees in our travel shops,
in our retail shops. When it's quiet in the shop, they log in as
customer service agents for the contact center."
"Expect the unexpected and make sure you've got robust disruption
plans."