Lathana Jadah Hawkins

EVP of Growth Strategy Atain

Jadah is a seasoned global executive with more than 25 years of experience, known for partnering with leading brands to design and scale enterprise CX and digital strategies that accelerate revenue, strengthen loyalty, and elevate customer engagement. She is passionate about innovation, believes in disciplined execution, and stays focused on translating growth strategies into assured business outcomes. With deep experience across hospitality, retail, e-commerce, travel, technology, and telecommunications, she has helped organizations achieve their key priorities by transforming service operations into growth engines: improving customer retention, optimizing cost structures, enhancing NPS, and enabling data-driven decisioning through the seamless alignment of technology, analytics, and talent.

Jadah has served on several boards advancing underserved communities and developing next-generation leaders, and she builds high-performing, purpose-driven teams that deliver meaningful, measurable impact at scale.

CX Travel and Hospitality Exchange - Day 1

17:35 Panel Discussion | Luxury Vs Budget: How Can We Improve Our CX Strategies in an Age of Blurring Customer Bases?

In a saturated travel and hospitality market, the lines between luxury and budget are blurring, with both taking customers from each other's bases as the cost of living rises and accessibility increases. With increasing expectations, customers expect seamless service, personalisation, and value at every price point. Leaders from both segments explore how luxury and budget brands can learn from each other's CX strategies and commercial approaches to drive innovation, profitability, and guest loyalty.

• How is value being redefined for each segment, and what can they borrow from one another to meet evolving customer expectations?

• Where is the optimal balance between budget's cost discipline and standardised delivery and luxury's differentiation and emotional connection to acquire customers and achieve loyalty?

• How are both segments leveraging technology differently to scale innovation and elevate customer satisfaction without eroding brand identity or margins?

Check out the incredible speaker line-up to see who will be joining Lathana Jadah.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com