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Ana
Brant

Ana Brant

Ana Brant is the Director, Global Guest Experience & Innovation at Dorchester Collection (DC) - a luxury brand of "iconic hotels in iconic places". With her 10+ years’ luxury brand experience and leadership, the DC's guest experience index increased by 22% worldwide.

A strategist by trade, Ana starts with the relentless pursuit of disruptive customer insight; validates them with the brand promise to detearmine fit; then builds the organisational requirements, talent engagement plan and implementation strategy.

Her innovations and awards in customer experience have led to articles in the Harvard Business Review and speaking engagements at Harvard University, SciencesPo, École Hôtelière de Lausanne, The Malcolm Baldrige Awards Forum and the Cornell Hospitality Research Summit.

Ana Brant, Global Director of Guest Experience and Innovation at the Dorchester Collection of luxury hotels discusses the challenges of catering to individual customers, and how they have made this their competitive differentiator. You check into your $1,000-a-night luxury suite. Your bathroom is lovely, stocked with shampoo, body wash, lotions,...Full Article »
Ana Brant, Global Director of Guest Experience and Innovation at the Dorchester Collection of luxury hotels, outlines the pros and cons of some of the most used VOC channels. Almost everyone in the luxury service industry talks about “listening to the voice of the customer”, but listening is not the same as understanding. How you listen, and to...Full Article »