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Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

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Maggie Lang

Senior Director, Guest Marketing
Kimpton Hotels

Maggie joined Kimpton 2.5 years ago with the vision to innovate CRM and Loyalty in the industry. Her responsibilities at Kimpton include Loyalty, CRM, Guest Marketing, Social Media and Restaurant Marketing. Prior to Kimpton, Maggie spent 6 years at United Airlines in a variety of roles spanning Brand Management, Partnership Marketing, Loyalty and Merchandising. At the airline, Maggie launched Travel Options for United and later was responsible for the rebranding as United merged with Continental. Before joining United, Maggie was responsible for Digital Marketing at Walgreens. She got her degree in Economics in her native Sweden.
A true travel family, Maggie’s husband is a pilot for Virgin America and her two kids are travel veterans. When not working, Maggie enjoys Yoga, cooking and running.

Check out the incredible speaker line-up to see who will be joining Maggie.

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Day 3: Customer Experience Disruptors & Success Factors

Tuesday, January 3rd, 2017

9:45 AM Keynote: Creating Emotional Connections Through Customer Experience

Creating genuine emotional connections with your guest is not only key to driving loyalty, but it’s also essential in creating brand advocacy and passion. Transparency and authenticity sound simple enough to achieve, yet countless brands still struggle in this arena. Kimpton Hotels & Restaurants, a chain of upscale boutique hotels known for their style, pet friendliness and fun employee culture, win coveted Customer Experience awards every year, not to mention enjoy unparallel brand passion among their loyalists. Maggie will be sharing insights into how they build their culture and what strategies they focus on to build those emotional connections.