In this exclusive interview, Horst discusses his inspiring story of how he moved from Hyatt to build Ritz-Carlton, as well as touching on employee engagement and lifetime values of customers.

Horst will be giving a keynote speech at the Customer Experience Exchange USA at the luxury Château Élan Resort (May 29-30, Georgia). The Exchange will bring together 80 VPs and Directors of Customer Experience, Loyalty & Digital Strategy from North America’s most successful and well known retail, travel and hospitality organizations to address the biggest CX challenges facing these industries in 2019 and beyond.