Season 3: Episode 10 – Hear from Whitbread – a relentless focus on CX
This week we are delighted to welcome Stuart Bluck, Senior Insight Manager at Whitbread. Whitbread are hospitality experts, running some of the UK’s most-loved brands and operating over 800 hotels across the UK and Germany, as well as some of the nation’s favourite restaurant chains. In the face of major challenges to the sector over the past year, Whitbread has continued with an unfaltering commitment towards CX. Stuart shares the thinking behind this and the business benefits they are deriving from such a focus. He tells us how he puts his team to work – across CX, research and insight – including building a leading CX measurement ecosystem to drive decision-making. Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.