WOMEN LEADING TRAVEL. a Skift brand (NOV. 21, 2025)
Personalization isn’t just a strategy, it’s a commitment to seeing people as individuals, not demographics. SVP of Experience, Kate Gruell, shared in her latest feature how thoughtful details, cross-team collaboration and a feedback-first mindset create hospitality that truly meets customers where they are.
Spotting Opportunities for Exceptional Service
At Airshare and in previous roles at The Ritz-Carlton and Marriott, I constantly look for gaps in the customer journey. I ask: where can we add exceptional service? To do this, executives must tailor each experience individually. A one-size-fits-all approach does not work.
… A powerful read for leaders shaping next-generation customer experience. Read the full article and get inspired: Women Leading Travel
Connect with Kate on LinkedIn: Kate Gruell