How to lead and succeed using two ears and one mouth

Date – Thursday, 25 September
Time – 17:00 – 17:20
Location – Workshop area, CCL

Many businesses say they listen to their customers when designing products and experiences, but the reality is most don’t. Despite customers being more accessible than ever before, genuine customer-led design remains rare. This presentation is all about harnessing your most valuable asset, your customer, to build a better business.

Tim Alpe will share how he and his team co-created LyLo, an award-winning accommodation brand, by working with their guests, not just for them.

You’ll walk away with practical insights into how guest experience can be a powerful growth engine, how to turn customers into advocates, and why Return on Experience (ROX) is just as critical as Return on Investment (ROI).