Hospitality Leadership and the Culture That Powers Great Customer Experience

What does hospitality get right about delivering memorable customer experiences?

On this episode of The Modern Customer Podcast, Taylor Scott, bestselling author, keynote speaker, and organizational development consultant, joins the show to share what two decades in hospitality taught him about culture, leadership, and service that truly lasts.

With experience at Disney, Gaylord Hotels, Wynn Las Vegas, and The Cosmopolitan, Taylor now helps Fortune 500 companies build values-driven cultures that deliver real results.

This conversation draws from his forthcoming book, Give Hospitality, focused on leading through values and culture.

Key takeaways from the episode: • How five core values drive meaningful customer and employee interactions every day • Why lasting loyalty is built through human connection, not just operational efficiency • How inclusive cultures unlock higher performance, engagement, and innovation • What every leader can take from hospitality to create a more people-centered, service-driven culture

Listen now to The Modern Customer Podcast to discover how hospitality leadership can elevate how your organization serves, connects, and grows.

This episode is sponsored by SCAYLE Commerce Engine, the flexible and scalable eCommerce platform built to grow enterprise brands pain free.

Visit www.scayle.com to learn more

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.