Casey Denby
VP Strategic Accounts & Sponsorships Zenarate
Sunday, August 9
12:25 PM Use Case Showcase: Augmenting Human Performance with AI: How Hyatt Trained a Global Team to Deliver a 5-Star Guest Experience
What happens when a world-class hospitality brand outsources its guest reservations to a multilingual, globally distributed contact center team and booking errors start to climb?
This session explores how Hyatt tackled one of the most common and costly challenges in modern customer experience: bridging the gap between brand standard and frontline reality. When traditional training methods weren't enough to prepare agents who were new to hospitality and working in their second or third language, Hyatt turned to AI-powered conversation simulation to give every agent the chance to "live the conversation" before ever picking up the phone.
Attendees will walk away with a clear understanding of why passive learning fails frontline teams, what AI-augmented practice actually looks like in a real enterprise environment, and how simulation-based training drove a measurable reduction in guest booking errors while unlocking richer, more targeted coaching for managers
Check out the incredible speaker line-up to see who will be joining Casey.
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