Leanne Fremar, Peggy Roe - In-person experiences are especially critical as technology/AI grows rapidly - video Dailymotion

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Transcript

00:00Talk to me a little bit more about in-life experiences. How important is it to be able to

00:04invite your customers in so that they can experience something in person and get to know

00:09the brand face-to-face? I think it's critical, actually, and I think there's been a tremendous

00:16amount of conversation here at Cannes this year about, obviously, AI and some of the technologies

00:22that are emerging that are going to be transformative to our industry and to the

00:26customer experience and the client journey. IRL and really being able to see a brand,

00:32touch a brand, speak to somebody who represents the brand, I think is going to become even more

00:39critical in helping people really understand not just what the brand sounds like, looks like,

00:46and the products that they serve, but what a brand truly feels like and how that brand makes you feel

00:51when you interact with them is going to, you know, continue to have an outsized amount of

00:56importance and, I think, imprint on the customer loyalty. And obviously, Marriott is very much about

01:03in-real life. We are, and when we think about the customer experience, we think about it in layers.

01:09So, at the hotel level, the general manager is responsible for the customer experience end-to-end

01:14for that hotel. Then you lift it up, and when you think about Merit Bonvoy, we show up across the

01:21journey end-to-end, right? Whether you're in the inspiration phase or your booking phase or you're

01:26staying at the hotel or post-stay, right? We look at the moments of happiness and, you know, critical

01:33issues, sad faces and happy faces along that customer journey and try to lean into the areas that we

01:40either see as opportunity or moments of truth. And I think when we think about the customer experience

01:48and the future of AI, like, we know that our brand stands for quality, consistency, and service.

01:52That's mostly served by our associates in our hotels, right? And so, we think about the future of

01:58service, always say, in this order, human-centered, data-driven, tech-enabled, right?