CX Passport The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100
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🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...
💡Protecting the contact center as a customer insight center created REAL product innovation results
📈Recession solve? - Lean INTO the contact center don't lean away
🎸WAY ahead of the trend for Work From Home
🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…
🧑🍳Choosing to merge digital and human experience…organizationally and functionally
🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees
🔮What does 2023 look like for the Hilton Guest Experience?
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - Mike
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Episode resources:
Hilton: www.hilton.com
Instagram: @hiltonnewsroom
TikTok: @hilton
LinkedIn: linkedin.com/in/mikegathright