The U.S. hotel industry saw occupancy rates reach 67% in October 2024 (Statista, 2024). In such a high-demand period, success isn’t just about elegant rooms or luxurious amenities—it’s about how every guest feels during their stay.
In this episode of The Modern Customer podcast, Bashar Wali, Founder & CEO of This Assembly and Practice Hospitality, shares his expertise on crafting exceptional guest experiences through emotional intelligence, authentic connections, and a culture of care.
Drawing from decades of experience, Bashar dives into the power of hiring the right people, turning routine interactions into meaningful moments, and addressing guest feedback with transparency and empathy.
Whether it’s building team loyalty or creating memorable experiences, this conversation offers actionable insights every hospitality professional can apply right away.
Tune in now to discover how emotional intelligence and a people-first approach are redefining hospitality success.
Key Highlights for Easy Listening:
05:31 The Power of Emotional Intelligence in Building Hospitality Teams
07:53 Understanding Emotional Connections: Love Languages in Guest Experiences
12:29 Memorable vs Transactional Experiences: What Truly Matters to Guests
15:07 Service Recovery: Addressing Bad Reviews with Transparency
18:53 Creating a Culture of Care: Retaining Top Talent in Hospitality
21:27 Key Takeaways and Final Thoughts on Elevating Guest Experiences
Learn more about Bashar Wali and his work at hotelier.life.
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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This week on The Modern Customer Podcast, Meridith Elliott Powell—an award-winning sales keynote speaker and master certified business growth strategist—reveals how embracing uncertainty can fuel growth, resilience, and success in both life and business.
With over 600,000 learners completing her LinkedIn course, Meridith shares powerful insights on mindset shifts, the often-overlooked power of small details, and actionable strategies for entering 2025 with clarity, purpose, and momentum.
If you're ready to turn uncertainty into your greatest advantage and step confidently into the new year, this episode is packed with insights you won’t want to miss!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers.
Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions.
If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen!
Key Highlights for Easy Listening:
04:47 Why Unified Communication Is Critical to Simplify Customer Interactions
08:41 How to Bridge the Gap in Customer Service Using Better Tools
12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers
18:46 The Intersection of AI Implementation and Change Management
21:35 The Future of Contact Centers and the Transformative Role of Conversational AI
This episode of The Modern Customer Podcast is sponsored by GoTo.
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful.
Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung’s approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers.
Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life.
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
This week on The Modern Customer Podcast, Karen Dillon—New York Times bestselling author and former editor of Harvard Business Review—shares insights from her book The Microstress Effect and explores how microstress affects leaders, teams, and customers, while providing actionable strategies to address it.
Karen unpacks the impact of these small, everyday stressors and shares practical strategies to reduce their toll. From fostering a customer-centric mindset to creating balance through delegation, boundaries, and self-awareness, she offers actionable insights to empower leaders and transform customer experience.
Don’t miss this engaging conversation filled with insights to manage stress, inspire teams, and enhance your approach to customer experience. Tune in now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.