Caterina Rovati

Senior Vice President of Strategy & Innovation Hilton Grand Vacations

Day 1 (24 February)

5:25 PM PRESENTATION: The Foundation of Customer Experience: Employee Experience

You can have the flashiest tech, military-grade processes and streamlined, credible data but none of it will deliver lasting results if your employees aren't equipped, empowered and engaged. Exceptional customer experiences are created by people, making employee experience the foundation upon which every successful CX strategy is built.

• Introducing performance metrics that reward satisfaction as they would sales

• Committing to rigorous CX onboarding training for frontline employees

• Investing in an employee training and engagement program that ensures adoption of new tech and processes

• Reviewing your brand promise and ensuring your brand, employee and customer experience continue to deliver on this

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

Download The Latest Agenda

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