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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."