On just about anyone’s shortlist of companies that deliver unique, high-quality experiences, you’d be sure to find Virgin. And this year, the iconic brand opened its first hotel in the US – a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? At Forrester’s Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. In the meantime, he shared with us a few thoughts about CX, the hospitality industry, and what it’s like to work for a knight. Enjoy! And I look forward to seeing you in NYC . . .
Q: In your industry, switching costs are pretty low. Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are! Is that why CX is so important to Virgin?Read more