In an era marked by technological disruption and shifting consumer expectations, professionals across various industries face the pressing need to revamp traditional contact center operations. How can organizations effectively harness AI and cultivate a culture of innovation to reshape contact center operations and meet the evolving needs of today's guests?

Join us as we delve into IHG Hotels' transformative journey, uncovering actionable insights and strategies for driving consumer-centric transformation in the hospitality industry.

Key Takeaways:

• Gain insights into the foundational shifts in mindset, culture, and leadership that are essential for driving meaningful transformation
• Explore strategies for incorporating automation, personalization, and digital technologies to align with evolving customer preferences
• Learn actionable strategies for navigating the journey toward consumer-centricity and operational excellence