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Customer Experience
Nailing the Experience: How to Transform Customer Experience to be More Efficient

Elsia Casale from Teleperformance and Janesh Patel with Wyndham Hotels and Resorts Group talk about the technological innovations born during the covid-19 pandemic and how it has changed not only the workforce capabilities but also how customers experience Wyndham Hotels.

By developing and leveraging internal technological innovations, optimizations, and updates, Wyndham has evolved their information technology, employee agent and customer experiences, moved to a 100% cloud technology, and implemented a very intelligent version of AI to support the customer, hotel staff, and call center agent experience over the last two years.

In this podcast learn about each of the implemented programs and associated successes that Wyndham has experienced from these technological leaps and bounds forward as Janesh describes each of the innovations, optimizations, and updates and how Wyndham has progressed through each step of the implementation process to be where they are today.

Speakers

Janesh Patel - Group Vice President, Global Contact Center and Franchise System Support at Wyndham Hotels & Resorts Group

Elsia Casale - Travel CX Leader with Teleperformance

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