{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/68304ff3a795fd3aefa552c6/69e8ea80289eeb2c7b7a127f?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"Delivering End-to-End Memorable Experiences in the Travel & Hospitality Industry","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/68304ff3a795fd3aefa552c6/1777388041083-bef9fdf1-908f-4267-836c-0ba85605820f.jpeg?height=200","description":"<p>In this podcast, hosted by Michael DeSalles, Principal Analyst at Frost &amp; Sullivan, Becky Ploeger, Global Head of Hilton Reservations – Customer Care &amp; Sales Support, and Hemal Shah, Head of Travel, Hospitality &amp; Logistics Practice at Sutherland, discuss how hospitality organizations are redefining end-to-end customer experience through seamless, personalized, and technology-enabled journeys.</p><p><br></p><h3>What You’ll Learn</h3><ul><li>How Hilton and Sutherland are transforming reservations into a seamless, end-to-end experience that drives both customer satisfaction and revenue growth</li><li>The role of AI and automation in enhancing efficiency while preserving human empathy</li><li>How leading hospitality brands are elevating reservations into a strategic CX and revenue driver</li><li>Best practices for delivering seamless omnichannel experiences across voice, chat, and digital</li><li>How data and analytics enable personalization at scale</li><li>Strategies to build operational agility and maintain service excellence during demand fluctuations</li><li>The importance of strategic partnerships in accelerating innovation and transformation&nbsp;</li></ul><p><br></p><h3>Speakers</h3><h3><br></h3><p><strong>Becky Ploeger</strong></p><p>Global Head, Hilton Reservations – Customer Care &amp; Sales Support</p><p>https://www.linkedin.com/in/becky-ploeger/</p><p><br></p><p><strong>Hemal Shah</strong></p><p>Head of Travel, Hospitality &amp; Logistics Practice – Sutherland</p><p>https://www.linkedin.com/in/shah-hemal/</p><p><br></p><h3>Host</h3><p><strong>Michael DeSalles</strong></p><p>Principal Analyst, Frost &amp; Sullivan</p><p>https://www.linkedin.com/in/michael-desalles-82519114/</p><p><br></p><p><br></p><p><br></p>","author_name":"Sutherland"}