Christopher Douglas

Director Member Services - Pacific Accor Plus

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

10:00 AM PANEL: Understanding Customer Data and The Future of Consumer Behaviour In Order To Strategise Ways of Retaining Customer and Their Engagement.

Businesses that want to survive through massive shifts in customer options need to understand the evolving consumer expectations quicker and with higher accuracy. This requires unlocking new ways of understanding why consumers do what they do and what they will do next. Hear from CX leaders on how they are unlocking insights from consumers by utilising customer data to determine behavioral trends and adapting their CX to adapt and facilitate the trends.

2:00 PM CASE STUDY: Changing the Interaction Landscape With Accor Plus’s 185,000 Members By Developing An Omni-Channel Platform.

As a membership based service that offers exclusive accommodation and dining rewards to over 800 hotels, 1100 restaurants in 18 countries, Accor Plus is accountable to the experience their members have, particularly in regards to retaining members and gaining new ones. Christopher Douglas will discuss how Accor Plus has re-designed their member experience by working on an Omni Channel project that will change their interaction with members and enhance membership engagement.

  • Accumulating and managing CX data resources more efficiently to create accurate and real-time CX insights.
  • Diversifying channels of communication with smarter channel resource management.
  • Evaluating the channels that need prioritised investment through identifying CX pain points.

Chair:


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

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