Wednesday, October 25, 2017
5:30 – 6:45 PM
PERFORMANCE EXCELLENCE – THE EMPLOYEE FACTOR
An engaged workplace is one in which the organization’s mission, vision and values are demonstrated consistently and naturally. In this kind of work environment employee performance, involvement and loyalty are high and customer satisfaction is the primary focus of the entire team. In order to motivate excellence, organizations must "engage the heart" of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization. Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service.
Dennis Snow is a full-time speaker, trainer and consultant. His the author of two books, Unleashing Excellence: The Complete Guide to Ultimate Customer Service and Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.
Thursday, October 26, 2017
3:10 – 4:25 PM
COGNITIVE COMPUTING AND THE DIGITAL GUEST EXPERIENCE
Cognitive computing, or artificial intelligence, has boundless potential across the travel and hospitality industry. We are just beginning to see the possibilities and the amazing things that we can do to take the guest experience to a new level. This educational session will take you through how cognitive computing can be used to make the personalization of the digital guest experience "real" from dreaming about a trip, throughout the journey and stay and beyond.
Greg Land is global segment leader of travel related services at IBM.
Friday, October 27, 2017
8:00 – 9:45 AM
DECIDE TO WORK SMARTER, REDUCE YOUR STRESS AND LEAD BY EXAMPLE
What shapes a leader’s outcomes, career and life? Their decisions. The criteria we all use for making decisions drives our performance – and our effectiveness as leaders. Great decision-making habits yield a lifetime of achievements and success. Poor habits keep us stressed, frustrated and forever out of balance. Learn to drive performance to increase work and life engagement, and re-gaining critical planning and personal time.
Steve McClatchy is a keynote speaker and author of the award winning New York Times Bestseller: "Decide: Work Smarter, Reduce Your Stress & Lead by Example."