The Hospitality Sales and Marketing Association International’s Washington, D.C., chapter, in partnership with Excella and the American Hotel & Lodging Association, will host a panel discussion next month entitled Building Loyalty Through Customer Experience that will explore the art and science of the customer experience.
The June 11 event will feature three Washington-based experts: Mark Weinstein, Hilton Worldwide senior vice president of customer engagement, loyalty and partnerships; Lauren Chewning, Marriott International senior vice president of customer experience – insight and growth strategy; and Jamie Russo, Choice Hotels International vice president of loyalty programs and customer engagement.
“This high-level panel will share cutting-edge technologies used by top hotel brands to build loyalty, discuss the right balance between technology and human support and provide best practices for planning and implementing customer service technologies,” said Rich Roberts, HSMAI Washington DC advisory board chairman. “The discussion also will delve into online and on-property technologies that delight customers and build loyalty at every interaction.”
Registration will open at 5:30 p.m. at the Arlington Tech eXchange, 2300 Wilson Boulevard, Suite 610, Arlington, Virginia. A networking reception beginning at 5:30 p.m. will be followed by the hour-long panel discussion at 6:30 p.m. and another opportunity at 7:30 p.m. to network with attendees representing hotel brands, management companies and owners and technology companies.
The event is free. To register, click HERE. Complimentary parking will be available in the building garage (enter on North Adams Street between Wilson and Clarendon boulevards). The Arlington Tech eXchange is near the Court House Metro Station, served by the Orange and Silver lines.
About the Panelists
Mark Weinstein and his global team inspire 150 million customers each year to experience Hilton’s more than 4,900 hotels across 14 brands in more than 100 countries. He leads the creation and execution of innovative personalized experiences, digital and physical products, marketing programs and partnerships that build awareness and drive engagement, generating $36 billion a year. Prior to taking his current position in 2010, he worked for MarketBridge, PricewaterhouseCoopers and the University of Maryland, College Park. He earned a bachelor’s degree in marketing and finance at the University of Maryland.
Lauren Chewning directs customer insight development, global research and analytics for Marriott’s eight customer-focused business functions, 30 brands and six regional teams. Additionally, she develops Marriott’s customer growth strategy and launches and incubates new businesses in support of that strategy. Prior to joining Marriott in 2009, she worked for Accenture and Dell Inc. She earned a bachelor’s degree in economics at Georgetown University, Washington, and a master of business administration degree at the University of Virginia Darden School of Business, Charlottesville.
Jamie Russo leads a 180-member team responsible for the company’s 36 million-member loyalty program, partnerships, customer relationship management and call center operations, including reservations, customer service and franchisee technology. Prior to joining Choice in 2014, he worked for American Express for seven years. He earned a bachelor’s degree in economics and Spanish at Bowdoin College, Brunswick, Maine.
About HSMAI Washington DC Chapter
HSMAI Washington DC Chapter is an affiliate of the Hospitality Sales and Marketing Association International, an individual membership organization based in McLean, Virginia, composed of more than 7,000 members worldwide, with 40 chapters in the Americas Region. HSMAI is committed to growing business for hotels and their partners and is the industry's leading advocate for intelligent, sustainable hotel revenue growth. The association provides hotel professionals and their partners with tools, insights and expertise to fuel sales, inspire marketing and optimize revenue through programs including the Adrian Awards and Revenue Optimization Conference. Click here to join HSMAI. For more information, go to www.hsmaidc.org.
Click HERE to download high-resolution images of the panelists
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