The pace of technology change and how to cope with that was a common theme during a gathering of six representatives from winning companies at Tuesday’s Loyalty360 CX Awards held during the Engagement & Experience Expo, hosted by Loyalty360.
“The pace of change of technology is so rapid that you have to stay innovative,” Jenny Beazley, Director of Customer Advocacy, EMC, told Loyalty360 CEO and CMO Mark Johnson. “Take inspiration from everyone around you, no matter the industry.”
Noah Brodsky, SVP, Worldwide Loyalty and Engagement, Wyndham Rewards, said there are 18 major hotel loyalty programs, and 15 are not differentiated.
“If we can continue to have a program that democratizes travel, we have to be different every day,” he said.
Bill Linehan, Chief Marketing Officer for Red Lion Hotels Corporation, said brands need to listen to solutions.
“A lot of entitlement programs create that−entitlements,” Linehan said. “Isn’t it our job to say we love all our customers and do what’s best for them. I think disruption is just a negative word for innovation. If we don’t innovate, someone else will.”
Orlando Mercado, Product Management Director, Allstate, said companies need to know what’s out there and be a “quick mover.”
Andrew George, National Stewardship Specialist, Canadian Red Cross said that being a big charity doesn’t protect it from technology change.
“Keeping up with technology, we need to continue to get out there,” George said.
Kimberly Delaney, 2nd Vice President, Operations, Business Services Retirement Solutions, Guardian Life Insurance Company of America, said technology is certainly a challenge for her company.
“Disruption is a buzzword,” she said. “Use it and get that personalized relationship with your customers and enjoy it.”
Beazley added that disruption is totally driven by technology.
“Technology enables companies to break into markets they couldn’t have before,” she said.
Brodsky added: “We’re living in the most exciting time in the history of the world to be brand marketers. If we all keep our eyes on the horizon, it will be exciting. In our lifetimes, I think we’ll see a new form of energy. I think hotels will exist long after we’re on Mars.”