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Leanne Fremar, Peggy Roe - In-person experiences are especially critical as technology/AI grows rapidly
Variety
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6/18/2025
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00:00
Talk to me a little bit more about in-life experiences. How important is it to be able to
00:04
invite your customers in so that they can experience something in person and get to know
00:09
the brand face-to-face? I think it's critical, actually, and I think there's been a tremendous
00:16
amount of conversation here at Cannes this year about, obviously, AI and some of the technologies
00:22
that are emerging that are going to be transformative to our industry and to the
00:26
customer experience and the client journey. IRL and really being able to see a brand,
00:32
touch a brand, speak to somebody who represents the brand, I think is going to become even more
00:39
critical in helping people really understand not just what the brand sounds like, looks like,
00:46
and the products that they serve, but what a brand truly feels like and how that brand makes you feel
00:51
when you interact with them is going to, you know, continue to have an outsized amount of
00:56
importance and, I think, imprint on the customer loyalty. And obviously, Marriott is very much about
01:03
in-real life. We are, and when we think about the customer experience, we think about it in layers.
01:09
So, at the hotel level, the general manager is responsible for the customer experience end-to-end
01:14
for that hotel. Then you lift it up, and when you think about Merit Bonvoy, we show up across the
01:21
journey end-to-end, right? Whether you're in the inspiration phase or your booking phase or you're
01:26
staying at the hotel or post-stay, right? We look at the moments of happiness and, you know, critical
01:33
issues, sad faces and happy faces along that customer journey and try to lean into the areas that we
01:40
either see as opportunity or moments of truth. And I think when we think about the customer experience
01:48
and the future of AI, like, we know that our brand stands for quality, consistency, and service.
01:52
That's mostly served by our associates in our hotels, right? And so, we think about the future of
01:58
service, always say, in this order, human-centered, data-driven, tech-enabled, right?
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