Driving Growth in the Hospitality Sector through Exceptional Experiences: Event Structure
Bongani Ncube
August 21, 2024
About CX Centric Conversations
CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. We are a global community. To keep updated about future events and projects please click here.
What did the event entail?
Realizing that the Covid 19 pandemic has ravaged all industries and the Hospitality industry not being spared in this tragedy as activities have been brought to a halt because of this new normal, on the 3rd of June 2021, CX-Centric in partnership with CX-Brussels together with Freshworks hosted a very successful and befitting event on Driving growth in the Hospitality Sector through exceptional experiences in bringing out some of the most common challenges faced in this sector and some of the workable solutions which hospitality companies can make use of. It goes without saying that many organizations have struggled to stay afloat amid this pandemic, this has then forced these organizations to take their Guest Experience seriously in trying to increase their success rate. It is the Guest Experience with which the keynote speakers of this great event gave much more attention in their presentation.
As part of the event, we drafted out some of the key challenges in the hospitality sector in which the attendees were very much participative when it came to discussing these challenges. These challenges included:
How can hospitality companies convey hygiene and restore confidence in safe travel?
How can companies like Marriott prioritize tech investment to drive guest engagement?
How can hotels entice the return of more dominant guest segments like business meetings/events?
Being a highly competitive industry with extensive players, how can hotels compete for a share of leisure demand?
How might Franchises communicate the value of brand affiliations and the need to deliver great experiences to preserve brand equity, to their Franchises?
This event consisted of two keynote presentations. The first part of the keynote was done by Alec Dalton (from Marriott Hotels) and the second part was done by Sharon Head (from Freshworks).
“Value your customers’ time, or they leave”
— Sharon Head
A thank you to Freshworks, our Co-Host.
We are really thankful to have Freshworks as the official sponsor for this event. Freshworks is an industry leader in Information Technology and Services, they specialize in making it fast and easy for businesses to delight their customers and employees. They do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user.
For all of the online events we have hosted as CX-Centric, the feedback we have received from customers has been overwhelmingly positive. However, with the negative response which we have received (i.e. The online event being too short in terms of time for attendees to engage more with the keynote speaker), we have managed to plan our events with the interest of our attendees in mind hence showing how customer-oriented we are as an organization. Here is some of the feedback we got from the polls we carried out during the event:
