Navigating the Waves of AI in the Hospitality Industry

CX In The Wild

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In this episode of "CX in the Wild," recorded live at CCW, we chat with Natalie Beckerman, Global Head of Customer Support Operations at IHG Hotels and Resorts.
Natalie discusses her lifelong commitment to improving customer satisfaction and her approach to making customer interactions seamless, whether through a phone call, digitally, or in person. This conversation explores the complexities of providing excellent customer experiences across different channels and the necessity of aligning with customer preferences. Natalie also examines the integration of AI in customer service, underscoring the importance of adopting technology while preserving essential human interactions.
Tune in for an insightful discussion about the challenges and successes of implementing customer-focused strategies in the hospitality industry.
Natalie Beckerman on LinkedIn: linkedin.com/in/nataliedbeckerman1
Learn more about Natalie's work at their website: https://www.ihgplc.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/