How do you leapfrog the competition in a landscape where most brands are cautiously phasing in business messaging channels and AI? Accor chose a different path - embracing bleeding-edge AI and Asynchronous Messaging technologies head-on to reimagine guest engagement and deliver truly differentiated “wow” moments at scale. In this interactive session, SVP Mengxin Wang shares Accor’s bold, accelerated journey - bypassing “safer” outmoded strategies and legacy chatbots to build a modern digital CX strategy from the ground up that elevates guest experiences, while driving more revenue for the global hotel group.  

Attendees will participate in brief breakout activities and leave with a practical workbook to jumpstart their own transformation. 

You’ll learn how to: 

• Embrace an agile, fast, and iterative approach to activation and feature roll-out 
• Design for customer delight from day one through real Accor guest stories 
• Maintain a human connection with guests while leveraging AI technologies that may seem to create distance between humans