Keeping Up with Changing Customer Expectations in Hospitality // CX In Context

Keeping Up with Changing Customer Expectations in Hospitality // CX In Context

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Welcome to CX In Context!

Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.

This episode, we dive into the wide, multi-cultural and multi-faceted world of hospitality, where there’s no easy way to segment customers, let alone cater to every single one based on something as broad as a demographic. Alec Dalton was our customer-centric concierge for this trip, and helped us understand what it takes to keep up with the rapidly changing expectations of modern consumers.

Check out the full episode:

Connect with Alec Dalton

Follow Alec on LinkedIn
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Follow Alec on Instagram

Learn more about Alec’s experiences at www.alecdalton.com

Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/

Or check out their main page at www.hospitalityleadershipacademy.org

Connect with Mary Drumond

Follow Mary Drumond on LinkedIn
Follow Mary Drumond on Twitter: @drumondmary

Connect with the Voices of CX

Follow Worthix on LinkedIn
Follow Worthix on Twitter: @worthix

About Voices of CX Podcast

The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

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Mary Drumond

Mary Drumond

Mary Drumond is Chief Marketing Officer at Worthix, the world's first cognitive dialogue technology, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.

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