Roll around in the problem: Designing “phygital” experiences with Hilton’s Jackie Talbot

About this episode

Tammy interviews Jackie Talbot about designing phygital experiences at Hilton using AI tools.

This week on Catalyst, Tammy is joined by Jackie Talbot, Vice President of Product at Hilton. Jackie has a talent for turning frustrating experiences into moments of joy, and she’s bringing that mindset to her work at Hilton. There, she’s leading the use of AI-powered tools to improve both employee and customer experiences. Jackie explains the idea of “phygital,” which combines digital tools with human interaction to create smoother, more seamless experiences. She also shares lessons from her own podcast, reflects on why authenticity matters in leadership, and highlights the importance of staying curious as you grow your career. Please note that the views expressed may not necessarily be those of NTT DATA. Links:  Jackie Talbot  How do I navigate this shit  Learn more about Launch by NTT DATA See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

People in this episode

Host: Tammy

Guest: Jackie Talbot

Topics covered

• phygital experiences
• AI tools
• employee experience
• customer experience
• leadership
• authenticity
• career growth

Keywords

• phygital
• AI
• Hilton
• customer experience
• leadership
• authenticity
• career

Mentioned in this episode

Organizations: Hilton, NTT DATA

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