When guest feedback lives across different systems, nobody sees the whole picture. Join Marriott's Emily Nohe and Chris Hofmann to see how they built a Customer Listening Center that unifies contact center calls, VOC surveys, digital interactions, and in-stay feedback into one view. You'll learn how they turned siloed reporting into enterprise-wide intelligence that actually drives action—from headquarters to individual hotels. They'll walk you through the governance tactics that keep data consistent across a global operation, show how unified signals exposed hidden friction points, and share the operating model that accelerates frontline response. Walk away with the framework for building your own omnichannel listening strategy that works at scale—whether you're managing 50 locations or 5,000.

Speakers

Chris Hofmann

Marriott International // Senior Director, Enterprise VOC

Emily Nohe

Marriott International // VP, Business Analytics