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.
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.