On June 3rd, Alec Dalton delivered a keynote presentation at a customer experience community conversation hosted by CX Brussels and CX Centric. Focused on the theme of growth in the hospitality sector, Dalton detailed how the restoration of consumer confidence is a key component for the industry's path to recovery.
Leaning on research conducted in partnership with Boston University and Oxford Brookes University, Dalton presented the "cleanliness theater" framework as a model that any brick-and-mortar, B2C business can use engage guests, patients, customers, and the like in physical experiences. In summary, organizations must:
A link to the session recording will be posted here shortly.