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Technology and the Fragmentation of the Guest Experience
Today, over half of a customer’s experience takes place online. The inability to control that in-person, sensory experience mandates the use of data to impart some sense of knowing what is relevant to each. Recording, organizing, and using this information requires investment in technology. For the most human-centric of industries – namely hospitality – the great irony is that good food and ambiance are not enough to give customers a great human-centered experience each time they interact – they also need help from machines.

Oct 21, 2021 02:00 PM in Eastern Time (US and Canada)

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