As automotive executive Ralf Speth mused, “If you think good design is expensive, you should look at the cost of bad design.” Equally true is the cost of quality – or poor quality – within customer experiences.

So how do you design great experiences, and how do you lead continuous improvement to delight your customers sustainably?

During this inaugural discussion, hear perspectives from host Karl Sharicz, Founder and President of HorizonCX - and special guest Alec Dalton, Managing Partner of the Hospitality Leadership Academy, Executive Director of Accelerating Leaders, and alumnus of The Ritz-Carlton, Marriott, and Disney.