CX TALK: The Customer Behaviour Director of Accor Explains Why Customer Experience is Customer Satisfaction

Ramya Nair

Mariana Machado is the Customer Behaviour Director at Accor Hotel Group. In this interview conducted as the recent CX Excellence World in Paris, she talks about the meaning of customer experience, how to measure customer behavior and emotions, how to segment a large customer base, and she shares a top tip to create a customer-centric strategy.