Thomas McDaniel, Marriott International Managing Customer Engagement Centers in the Rapidly Changing Hospitality Industry
Thomas McDaniel, Marriott International Managing Customer Engagement Centers in the Rapidly Changing Hospitality Industry
3 Pages“Customer expectations change constantly, calibrated to every new disruption. It’s a natural process that was seriously accelerated by the pandemic. Our customers expect technology to transform the services we provide them. We need to invest in these technologies and, fortunately, senior Marriott leadership gets that. Because now customer services technology, what some call digital transformation, is table stakes
