With the increased use of AI and other technologies becoming are more common component of a CX strategy, the skillset needed to work in this field is rapidly changing. Companies who embrace a technology-first approach can deliver better results and deliver greater value to the business. This discussion-driven think-tank will consider how to overcome the challenges associated with such a shift, and focus on:

• What is the skillset needed in the CX world for travel and hospitality now, and how has this changed in recent years? How does this alter hiring and training policies?
• How can firms ensure expectations around employee experience are aligned their CX strategy, and why is this so important?
• What other sectors have seen significant resource changes as they embrace data and technology solutions, and what can the travel and hospitality sector learn from their approach?
• How can you build buy-in for a new training and hiring approach throughout the business?