Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 113

Brands Hotels Leadership Guest Experience 113

Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

Comm100

AUGUST 23, 2018

Their total customer count is over 310 million active customers – a number that was last reported in 2016. Meanwhile, the Wynn’s adoption of Amazon’s voice assistant is helping them deliver quality customer care to hotel guests. Their plan is to add the device to each of their 4,748 hotel rooms. “I billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100