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The Future of Customer Service: Is Loyalty Dead?

September 22, 2021 | 2:00 pm ET

COVID has changed the entire landscape of service. As customers return to hotels how will you need to train their staff to continue to provide stellar service in these trying times. For the better part of four decades, they have shaped the industry and how we make decisions. Join us as Cindy Novotny, Managing Partner at Master Connection Associates, guides us through an in-depth conversation about how we need to evolve to service our customers better:

  • Is loyalty a thing of the past?
  • Can service create or reengage loyalty?
  • What is the monster of customer opinion?
  • How do we recover from 18 months of transactions?


All registrants will receive a copy of the webcast recording. Space is limited, so register early.

Founder of Master Connection Associates, Cindy Novotny is an international icon in the hospitality industry. A ‘Radical Mentor’ to many, Cindy’s straightforward, no-nonsense leadership approach delivered results to thousands around the world during the pandemic. She is recognized as one of the most powerful, engaging, innovative and passionate speakers by organizations in learning & development, meetings & events, and hospitality. HSMAI awarded Cindy the 2019 Lifetime Achievement Award in Hospitality for her exemplary contribution to the industry. Cindy is in the final stages of her second book, “My Secret to Stamina” which will be out late 2021.