On Experience

Colin Nagy is a marketing strategist and writes on customer-centric experiences and innovation across the luxury sector, hotels, aviation, and beyond.
You can read all of his writing here.

Hotels

Meet the Stealth Inspectors Who Ensure Luxe Stays in Luxury Hotels

We don't see it, but there is a complicated ecosystem to secretly assess and uphold standards at the world's best hotels. And some of the details reveal a lot about how important the human factor and emotional intelligence are to the future of luxury hospitality.