"Great customer service is [...] a systematic reinvention of established technology, data, and operations -- leveraging automation, data, and agents together to exploit each of their unique strengths."...
Although much has changed in the 37 years since I started my career, working my way up from a front desk clerk to Front Office Manager at very large hotels, even with all of the new technology we are still a people business....
The HEDNA 2019 agenda illustrated the incredible potential for a meeting of the top minds in the hospitality industry, and the conference certainly didn't disappoint.This year's HEDNA gathering exceeded even my loftiest expectations, with 355 people marking...
Empathy is one's ability to understand and share someone else's feelings, and in a time where machines replacing people in the workforce has become quotidian, stands out as uniquely, and beautifully human....
Thus far, we have profiled the changing roles, competency sets and backgrounds of the Chief Commercial Officer, the Chief Human Resources Officer and the Chief Information Officer....
It's 2019, and I would argue that there have never been more marketing-related "buzzwords" battling it out for conversational real-estate across thought leadership articles, webinars, white papers and more....
