Cleveland Clinic and Marriott Discuss Experience Amid Disruption

The video discusses the challenges faced by the hotel industry due to travel cancellations and Marriott's recovery efforts. It highlights the adaptations in customer experience strategies and the restructuring of teams. The healthcare sector's innovations, particularly in virtual platforms and empathy-driven care, are explored. The discussion also covers the acceleration of innovations during the pandemic and the growing prominence of the CXO role. Audience questions focus on maintaining empathy and customer-centric approaches, with insights into community engagement and brand perception.

In what ways did the hotel industry adapt its services to meet new customer needs?

What lessons were learned from the experiences shared by patients during virtual visits?

How did the healthcare organization ensure that patient care remained empathetic during the pandemic?

What role did customer feedback play in shaping the services offered by Marriott?