Video

SCALE: Designing for Customer Centricity in the New Possible in Travel and Hospitality

Fuel x McKinsey digital innovation series brings together players from the entrepreneurial ecosystem to learn about emerging topics and connect with fellow thought leaders in the space.Designing for Customer Centricity in the New Possible. Companies which deploy human centered design principles in creating customer experiences have shown to outperform others in engagement, loyalty and ultimately topline. This session included panelist from JetBlue Technology Ventures, Hyatt Hotels & Resorts, Rappi and McKinsey Design. The panel shared insights on: Innovations and examples of customer centric designImpact of COVID-19 consumer behaviors in the new normalOpportunities for design to reimagine the new possiblehttps://mck.co/3ylc18O

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