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249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
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…
The skinny
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