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Shaping the Future of Customer Service: A Conversation with Becky Ploeger, Head of Hilton Reservations and Customer Care [Contact Center]

6/21/2023 • 20 min

Becky Ploeger, Hilton as the Head of Hilton Reservations and Customer Care Key Takeaways: Becky Ploeger's career took an unexpected turn, leading her to the contact center industry, which became her true passion. Agility, technology, people skills, and analytics are crucial in the contact center industry. Listening to customers and embracing proactivity are key to providing better experiences. AI can enhance teams' effectiveness while requiring human oversight to ensure genuine experiences. Becky actively participates in the CCW community to stay ahead of industry trends and shape the future of customer service. Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes. ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

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