Benjamin Franklin once famously stated that the only two things you could be certain of in the world are “Death and Taxes”. In the world of travel and hospitality, you can add to that an ever-increasing set of customer expectations – meaning that, to simply maintain market position, companies in this sector need to continually strive for improvement and adapting to new customer needs. In this critical panel discussion, key sector leaders will consider how to maintain this momentum, whilst considering:

• Navigating the cost-of-living crisis; taking changing customer behaviours into account in your approach to the customer, in a world of ever-increasing costs
• Measuring the impact of excellence in this field; is it ever possible to get a true ROI on the investments made in people and technology which make your CX a success?
• Embracing a "phygital" approach to ensure continued customer connection across all channels
• What impact can a clearly defined brand have in your overall approach – why is this so valuable, and how can it be measured
• What role can automation and technology implementation have in a seamless customer experience?