#70 Being Intentional with Your Brand Experience with Antonia Hock, Ritz-Carlton Leadership Center

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

4.9 • 113 Ratings

🗓️ 5 May 2020

⏱️ 20 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today we’re going to talk about the importance of being intentional with your brand’s experience, and why great company culture and customer experience are critical to success. Great customer experience is created from motivated, engaged employees who feel both valued and valuable to an organization. While that sounds straightforward, it is often easier said than done. Even for Fortune 500 brands, the transformation required to become an experience-led organization requires people, processes, and technology to all be in alignment to the benefit of both customers and employees. To help me discuss this topic, I’d like to welcome Antonia Hock, Global Head of The Ritz-Carlton Leadership Center, a thought leader in customer and talent experience, and who was recently named to Luxury Daily’s Top 25 Women to Watch in Luxury.

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Transcript

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0:00.0	This episode is brought to you by Oracle. AI may be important, but it needs a lot of processing speed, and that gets expensive, fast, upgrade to the next generation of the cloud.
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0:28.7	slash enhance.
0:29.7	Hi this is Greg Kielstrom. Welcome to the Agile World Podcast, where we discuss customer experience, employee experience, and transformation in an agile age.
0:41.0	The Agile World Podcast is brought to you by Tech Systems, an industry leader in
0:46.2	full-stack technology services, talent services, and real-world application.
0:52.0	For more information, go to tech systems.com.
0:55.1	To read more about the topics discussed on this show,
0:57.5	you can go to my website at the agile.world
1:00.4	and read my latest articles or get a copy of my latest book,
1:03.0	The Center of Experience, a blueprint for creating an experience-led
1:07.0	organization, now available on Amazon and other retailers.
1:11.0	My name is Greg Kilsstrom, and I'm the host of the Agile World Podcast.
1:15.0	Today we're going to talk about the importance of being intentional with your brands experience
1:20.0	and why great company culture and customer experience are critical to success.
1:24.9	Great customer experience is created from motivated, engaged employees who feel both valued
1:30.0	by and valuable to an organization.
1:32.8	While that sounds straightforward,
1:34.3	it is often easier said than done.
1:37.0	Even for Fortune 500 brands, the transformation
1:39.5	required to become an experienced-led organization requires people, processes, and technology to all be
	...

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