According to your consumers, customer experience has been stagnant in the US for the last 3 years (Forrester). So as disruptor brands increase their market share, incumbent retail, travel and hospitality brands are being forced to re-engineer themselves or go out of business.
The Customer Experience Exchange USA will focus on what the future holds, and show you how to adapt to stay in the game. This means doing the basics brilliantly, whilst investing in innovations around technology, process and people.
Hosted at the stunning Château Élan, Luxury Winery & Spa Resort, this not to be missed, invite-only meeting for retail, travel and hospitality brands, gives you the unique opportunity to set yourself apart for future success.
Don’t Miss Our Opening Keynote Address
Founding President and COO of Ritz-Carlton
Having revolutionized the hotel industry, Horst Schultze created one of the most recognizable international brands (Ritz-Carlton, Capella Hotels), forever altering the very nature of customer service by creating a culture of “ladies and gentlemen serving ladies and gentlemen”. With customer expectations increasing more rapidly than most companies can respond, in this not-to-missed address, Horst will be sharing his secrets to:
- Creating a legion of loyal customers by raising the bar for customer service expectations
- Building and maintaining lasting customer relationships that keep them coming back for more
- Shifting your C-Suite’s view of customer experience by learning to speak their language.
Ahead of Horst’s keynote address, we interviewed him to find out how his journey started …
Capella Hotels and Resorts
CSS Chief Technology Officer, Customer Service & Support
Chief Innovation Officer
Cincinnati / Northern Kentucky International Airport
Customer Experience Director
Senior Director of Innovation, Design & Entrepreneurship
Senior Director of Innovation and Labs
Vice President - Walt Disney World Travel Operations
VP Digital Strategies & Innovation
Vice President Global Customer Care & Retail Operations
Senior Vice President Customer Experience
Dallas Fort Worth International Airport
Vice President and Global Head - Operations Strategy and Service Delivery
Designer of Welcome Home Training
Mercedes Benz Stadium
Global Customer Experience Director
Loro Piana (LVMH)
Fashion Institute of Technology
Chairman of the Board
Customer Experience Professionals Association (CXPA)
Who Should Attend?
Chief Customer Officers, SVPs, VPs and Directors of Customer Experience will be attending from leading travel, hospitality and retail brands from across B2B and B2C sectors. We qualify all attendees on job function and strategic responsibility to ensure you’re guaranteed to meet and engage with an elite group of customer experience leaders.
Hours of Networking Time
Innovative Solution Providers