This comprehensive training course is designed to empower hospitality professionals with the knowledge and skills needed to navigate the intersection of Customer Experience (CX) and Digitalisation. Participants will gain a deep understanding of the pivotal role digital technologies play in shaping modern guest interactions and learn how to leverage these tools to enhance overall customer satisfaction.
Who is the course for?
Hospitality professionals; Hotel & restaurant owners; Top- and middle – hotel managers and supervisors; Hospitality Marketing specialists
Benefits & Tools
- Digital Mastery in Hospitality:
- Participants will gain an in-depth understanding of the critical role digital technologies play in the hospitality industry, enabling them to stay ahead in a rapidly evolving digital landscape. They will learn to harness these tools to improve guest satisfaction and operational efficiency.
- Customer Journey Expertise:
- The course offers expertise in mapping and optimizing digital customer journeys, identifying crucial touchpoints to elevate guest experiences. Attendees will learn to apply a guest-centric approach to service design, ensuring each interaction is thoughtfully crafted.
- Practical Technology Integration:
- Through real case studies, attendees will explore the integration of cutting-edge technologies like AI, AR, and VR. This hands-on knowledge equips them to implement innovative solutions that enhance the customer experience (CX) and drive engagement.
- Personalization Techniques:
- The training will provide strategies for crafting personalized guest experiences using digital data, striking the balance between automation and human touch. Attendees will learn to convert data into actionable insights for creating bespoke guest services.
Trainer:
Raluca Epureanu
Founder and Managing Director of re:look consulting
Raluca has 17 years career in the Hospitality Industry with global brands such as The Ritz-Carlton, JW Marriott and Marriott International in the USA, UK, UAE, and Hong Kong.
