Skift Global Forum 2019: How Accenture and Marriott Are Supercharging the Guest Experience by Empowering Employees
Skift Take
Marriott has launched a new tech platform that empowers its more than 700,000 associates worldwide to provide high-touch, personalized service at scale. Turns out if you take care of your people, they’ll do an even better job of caring for guests.
In recent years, travel companies have made great strides at providing “hyper-personalization” and improved customer experiences, agreed two panelists at the Skift Global Forum 2019. Now, hospitality companies need to go further to win over the mercurial consumer of the future, said Alex Ahluwalia, senior vice president, global operations, Marriott International, and Dyllis Hesse, managing director, client account lead, Accenture.
“I started my career in retail — in Selfridges in London — so I know first-hand what
