249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
About this episode
John DiJulius interviews Jessica Shannon about scaling customer experience across a large hospitality brand.
How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: What happens when a hospitality brand known for exceptional guest experiences decides to get even more intentional? In this episode, John DiJulius sits down with Jessica Shannon, Chief Experience Officer of Sandals Resorts International, to talk about how Sandals is scaling customer and employee experience without losing the heart of the brand. Jessica shares how her background in the Peace Corps, global consulting, crisis response, and strategy shaped her approach to service. She explains why the future of customer experience leadership is bigger than customer experience alone, and why the most effective organizations connect guest experience, employee experience, analytics, and innovation into one cohesive strategy. This episode is packed with practical insight for experience leaders, operators, and executives trying to create consistency, culture, and loyalty as they grow. Key Takeaways: Customer experience leadership works best when it includes both customer and employee experience. Growth exposes weak systems fast, especially in service culture. Culture cannot be…
More episodes of Customer Service Revolution | Customer Experience & Employee Experience Insights
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- 247: What Makes Customers Stay Loyal and Come Back
- 246: The 6 Steps to a Successful CX Initiative
- 245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks
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