Back to the Future with Sutherland
Back to the Future with Sutherland
Podcast Description
Sutherland’s “Back to the Future” podcast dives into real-world business transformation – unpacking bold decisions, leadership lessons, and strategic insights from top executives and innovators. Hosted on Acast. See acast.com/privacy for more information.
Podcast Insights
Content Themes
The podcast emphasizes themes such as business transformation, AI integration, leadership lessons, and empathy in technology, with episodes like 'Human in the Loop' discussing AI's impact on leadership and 'The Crucial Balance' exploring AI in the insurance industry.
Sutherland’s “Back to the Future” podcast dives into real-world business transformation – unpacking bold decisions, leadership lessons, and strategic insights from top executives and innovators.
Hosted on Acast. See acast.com/privacy for more information.
In this podcast, hosted by Michael DeSalles, Principal Analyst at Frost & Sullivan, Becky Ploeger, Global Head of Hilton Reservations – Customer Care & Sales Support, and Hemal Shah, Head of Travel, Hospitality & Logistics Practice at Sutherland, discuss how hospitality organizations are redefining end-to-end customer experience through seamless, personalized, and technology-enabled journeys.
What You’ll Learn
- How Hilton and Sutherland are transforming reservations into a seamless, end-to-end experience that drives both customer satisfaction and revenue growth
- The role of AI and automation in enhancing efficiency while preserving human empathy
- How leading hospitality brands are elevating reservations into a strategic CX and revenue driver
- Best practices for delivering seamless omnichannel experiences across voice, chat, and digital
- How data and analytics enable personalization at scale
- Strategies to build operational agility and maintain service excellence during demand fluctuations
- The importance of strategic partnerships in accelerating innovation and transformation
Speakers
Becky Ploeger
Global Head, Hilton Reservations – Customer Care & Sales Support
https://www.linkedin.com/in/becky-ploeger/
Hemal Shah
Head of Travel, Hospitality & Logistics Practice – Sutherland
https://www.linkedin.com/in/shah-hemal/
Host
Michael DeSalles
Principal Analyst, Frost & Sullivan
https://www.linkedin.com/in/michael-desalles-82519114/
Hosted on Acast. See acast.com/privacy for more information.
Disclaimer
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