Accor’s Global SVP on Centralizing IT Support for 5,700 Hotels

Episode notes

How can a hotel chain with over 5,700 properties transform its tech support into a human-centered experience? In this episode, Tariq Valani, Global SVP of Support Services at Accor, reveals the innovative strategies that are reshaping the way hotel technology is delivered and supported. Key Takeaways: Discover how Accor centralized its support services from eight regional desks to a single global function, enhancing efficiency and user experience across its diverse portfolio. Learn about the importance of understanding user personas in tech support, and how prioritizing front-line staff needs can significantly impact guest satisfaction. Explore actionable insights on implementing human-centric design principles in tech support, including training programs that empower agents to empathize with users and take ownership of their service interactions.

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