Reimagining the future of customer experience
Hospitality and leisure businesses are performing a balancing act to deliver outstanding guest experiences while managing costs and, in many markets, labor shortages. Delivering high-touch, human experiences is a must, yet there is a strong pull to use technology such as automation and artificial intelligence to manage costs and increase efficiency in areas such as customer service.
Technology advancements and changing customer expectations demand adaptable leaders and cultures.
At Spencer Stuart, we understand the challenge of finding high-performing leaders. Our consultants work closely with businesses across the hospitality and leisure ecosystem, including travel, restaurants, hotels and resorts, gaming, cruise lines, theme parks, gyms and other entertainment venues. We help them find and develop outstanding individuals in C-suite roles and other key leaders such as chief experience officer, chief transformation officer and technology and digital officers. These exceptional leaders can drive technology transformation, establish cohesive and supportive work cultures across markets, and build organizations that quickly identify and adapt to new customer priorities.