https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jYXB0aXZhdGUuZm0va2ktdW5kLWRhbm4v Der Mensch und die Maschine: Disney's Ansatz zur Verbesserung der Gästeerfahrung durch Technologie und Personalisation. - 15 Minutes Customer Obsession

Episode 87

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Published on:

14th Jun 2023

Der Mensch und die Maschine: Disney's Ansatz zur Verbesserung der Gästeerfahrung durch Technologie und Personalisation,Teil 2

Disney's Behind the Scenes!

Heute im Teil II des Interviews mit Willem van Rossem geht es um die Erfahrungen und Entwicklungen bei der Walt Disney Company sowie den Einsatz von Technologie, um die Gästeerfahrung zu verbessern. Wir reden darüber, wie Unternehmen eine Kultur schaffen können, die MitarbeiterInnen engagiert und wie dies bei Disney praktiziert wird.

Weitere Themen sind:

die Personalbeschaffung, sowie das Training und Well-being von Mitarbeitenden
wie Unternehmen wie Disney versuchen, Exzellenz in der Gästeerfahrung zu erreichen und gleichzeitig eine gute Arbeitskultur zu schaffen
Einblicke in seine Arbeit als Manager des Hospitality & Luxury Management School - École Ferrières Paris/ Campus Barcelona

Hinweis: Die Disney-Miniserie ist in Englischer Sprache.

[00:02:06] MyDisneyPlus-App ersetzt Brieftasche und Schlüssel im Disney Park.

[00:06:34] Disney verliert seine Vision und Familienorientierung.

[00:11:03] Exzellenz im Hotel bei nervösen Gästen.

[00:15:59] Luxusfokussierung, professionelles operatives Wissen, ausgeglichene Schulung.

[00:19:41] Hotels haben Mitarbeiterprobleme; müssen verbessern.

[00:25:32] "Gutes tun, Gutes zurückbekommen - Motto erfüllt."

[00:26:41] 15 Jahre in Barcelona, Reisen nach Holland.

[00:31:40] 5-Sterne B&B als Top-Hotelalternative.

Kontakt Willem van Rossem

📩 https://www.linkedin.com/in/willemvanrossem/

🌎 www.ferrieres-paris.com

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About the Podcast

15 Minutes Customer Obsession

Human Connection Is the Strategy.

You have read the books. Attended the conferences. Mapped the customer journey. Trained the team. And something still feels like it is not quite working.

This podcast is the honest explanation for why.

15 Minutes Customer Obsession is hosted by Peggy Amelung — Integral Coach, founder of the GHX™ (Genuine Human Xperience) Framework, and alumna of Ritz-Carlton and Bvlgari Hotels. Each episode takes one question most CX and leadership content refuses to ask: not what great organisations do differently, but who their leaders have become.

After 157 German-language episodes and 20 years inside the world's most demanding service environments, Peggy has arrived at one conclusion that changes everything:

The quality of human experience you can create for another person is a direct function of what you have developed within yourself. You cannot give what you have not grown.

This is not a metaphor. It is the mechanism behind every CX programme that fails, every culture initiative that doesn't stick, and every leader who does everything right — and still cannot produce genuine human connection in their organisation.

If you have ever thought "we train our people, and nothing actually changes" — you are not missing a better training programme. You are missing the developmental understanding of what is upstream of genuine service. That is what this podcast is about.

Every Tuesday, in 15 minutes: one interior insight, one business consequence, one thing that shifts how you see your team, your customers, and your own leadership.

New listener? Start with Episode 1: Get to know the six pillars of GHX and get closer epsiode by episode to yourself and the menaing of genuine human connection. The closer you are to yourself, the closer you can be to your customer. Fifteen minutes that will reframe everything you thought you knew about customer experience.

AI is great. But humanity is the driving force.
See you next Tuesday. Peggy.

About your host

Peggy Amelung