Hotel Guest Personalization: Welcome or Social Media Stalking?

February 4, 2015
Hosted by Bonnie D. Graham

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Episode Description

The buzz: Travelers’ TMI

“The customer is #1” is a customer service industry mantra and mandate, particularly for business-to-consumer travel and hospitality staff who are required to greet each visitor by name. But now that their clients willingly share searchable, “TMI”-level personal data on digital media, how and when should the industry use it, if at all? The experts speak.

Deva Senapathy, Infosys: “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” (Jeff Bezos)

Mike Wittenstein, Storyminers: “In work, no matter how hard you try or how much you spend, your brand can’t be any better than what your customers experience.”

Raghu Ramanathan, SAP: “The whole object of travel is not to set foot on foreign land; it is at last to set foot on one’s own country as a foreign land.” (GK Chesterton)

Join us for Hotel Guest Personalization: Welcome or Social Media Stalking?

Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

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Game-changing technologies are transformational, exciting and disruptive for a reason. They shake up your status quo. They get you thinking about new ways to scale, compete and grow. They move you in amazing new directions.

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Bonnie D. Graham

Bonnie D. Graham

Bonnie D. Graham has been producing and hosting live talk radio since 1998. She is the creator, producer and host of more than 25 weekly business thought leadership talk series presented by SAP under the banner of Coffee Break with Game-Changers Radio, which debuted in 2011. In a uniquely lively, unscripted roundtable discussion format, Game-Changers offers a broad range of expert business and technology insights to a global business audience.

SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, on-demand deployments, and mobile devices.

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