Rob Wright

As AI takes on a greater role in the customer journey, CX leaders face a new challenge: how do you ensure employees and AI are working toward the same definition of a great customer experience, and creating the kind of experiences that earn long-term loyalty? In hospitality and travel, that challenge is especially visible. Guests experience one brand, whether they are interacting with a frontline employee, a contact centre agent or an AI-powered service. Every interaction can strengthen, or weaken, the trust and connection that influence whether a guest returns. Yet behind the scenes, Learning, QA, CX, Operations, and AI teams are often working from different standards, measures and sources of insight.

• Learn where is AI enhancing the guest journey, and where is it creating new friction and answer how organizations can learn to balance automation with human empowerment
• Gain insights into shared standards, real interaction data and continuous feedback and how these can improve both employee and AI performance
• Glean what is working, what isn't, and where the remaining gaps are when it comes to building AI and employee performance strategies that strengthen customer satisfaction, trust, and long-term loyalty