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The HSMAI Contact Center Special Interest Group (formerly IARE) is focused on connecting contact center leaders and executives who face similar challenges for the purpose of networking, benchmarking, and industry education. This is accomplished through the delivery of highly engaging, industry-relevant, in-person and virtual events, and thought leadership. Subscribing members consists of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience for both large and small teams.
Thank You HSMAI Contact Center SIG Year-Round Partners
SIG Member Meeting Schedule:
Virtual Meetings
- Tuesday, September 10, 2024 @ 12PM – 1PM ET | Register Online
- Tuesday, December 10, 2024 @ 6PM – 7PM ET
In-Person Meeting
- In conjunction with HSMAI’s Commercial Strategy Conference | June 17-18, 2025 in Indianapolis, IN
Join contact center leaders and executives in Charlotte, NC for a day of actionable conversation, best practices sharing, and session workshops at the inaugural HSMAI Contact Center Summit (formerly known as the IARE Conference).
Who should attend?
Contact Center leaders and executives of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience, and their industry partners.
Meeting Dress Code: Business Casual
PROGRAM SCHEDULE
Thursday, June 27, 2024
- Megan Becker, Manager of Hiring and Training, Reservations | Hershey Entertainment & Resorts Company, and Vice Chair of HSMAI’s Contact Center Special Interest Group
- Stephanie Davis, Team Leader, Sales Support GRC | Accor, and Steering Committee Member of HSMAI’s Contact Center Special Interest Group
- Optimize intersections with sales and marketing
- Maximize revenue and drive profitability
- Align contact center metrics with commercial and overall business goals
- Adapt to shifting consumer behaviors and preferences
- Future-proof themselves for long-term success
- Mercedes Blanco, Chief Partnerships Officer, The Hotels Network
- Sofya McIntosh, SVP Sales & Customer Success, ComOps
- Kim Snow, CRME, CHDM, Vice President Commercial Strategy, Aimbridge
- Facilitator: Anita Travis, VP Global Contact Center, Outrigger Hospitality Group, and Chair of HSMAI’s Contact Center Special Interest Group
- Facilitator: Anita Travis, VP Global Contact Center, Outrigger Hospitality Group, and Chair of HSMAI’s Contact Center Special Interest Group
- Facilitator: Denise Pullen, Founder, CEO | Daisia Consulting, and Steering Committee Member of HSMAI’s Contact Center Special Interest Group
1-Day Registration for ONLY HSMAI Contact Center Summit, Thursday, June 27th, 2024
REGISTRATION POLICIES
Cancellation Policy
Cancellations received four weeks prior to the conference will receive a full refund less a $50 administrative fee. Cancellations received between four and one week out are entitled to a 50% refund, or 100% roll-over to the 2025 conference. Cancellations received within one week will not be refunded, except in the case of a medical emergency (including if you are required to isolate due to covid exposure). The transferring of a registration must be requested in writing. All cancellations and transfers must be submitted in writing to mandie.hart@hsmai.org.
Confirmation
If you register online, you will immediately receive an electronic confirmation of your registration. If you faxed, mailed, or called in your registration and have not received a confirmation within 10 business days, please contact mandie.hart@hsmai.org.
Consent to Use of Photographic Images
Registration and attendance at, or participation in, HSMAI meetings and other activities constitutes an agreement by the registrant to the use and distribution of the registrant or attendees’ image or voice in photographs, videotapes, electronic reproductions and audiotapes of such events and activities by HSMAI.
Corporate Confidentiality, Antitrust Guidelines, & Code of Conduct
Attendees at HSMAI’s events must agree to follow HSMAI’s statement on corporate confidentiality, antitrust guidelines, and code of conduct.
Special Accommodations
HSMAI is committed to providing access to all individuals attending the conference. Those needing any special accommodations (e.g., sign-language interpretation or large-type print materials) should email Renee Blessing.
Representatives from these companies will be attending the inaugural HSMAI Contact Center Summit in 2024 (Updated 6/18/24)
Accor
Aimbridge Hospitality
Amadeus
Colonial Williamsburg
ComOps
Daisia Consulting
DDC FPO
Drury Hotels
Great Ohio Lodges
Hershey Entertainment & Resorts Company
Ibex
Loews Hotels & Co.
Marcus Hotels and Resorts
Outrigger Hospitality Group
Precision Point Partners, Inc.
Red Roof
ReservHotel
Sassato LLC
SymTrain
TELUS International
The Hotels Network
Travel Outlook
Vail Resorts, Inc.
Steering Committee Members:
- CHAIR: Anita Travis, Outrigger Hotels
- VICE CHAIR: Megan Becker, Hershey Entertainment & Resorts
- Natalie Baumhover, Hyatt Hotels & Resorts
- Stephanie Davis, Accor Hotels
- Katie Henshaw, Red Roof
- Michelle Lord, Accor Hotels
- Angela Meyers, Hershey Entertainment & Resorts
- Denise Pullen, DAISIA Consulting
- Scott Wright, IGT Solutions
- Shanna Wright, Red Roof
Book Your Room
HSMAI encourages all attendees to stay in the official HITEC housing block. See available options at HITEC Hotel & Travel. No reservations will be accepted after May 31.
Beware of Unauthorized HSMAI Hotel Solicitations
HITEC Hotel & Travel (powered by Orchid Events) is the only official hotel provider associated with HSMAI’s 2024 Commercial Strategy Conference & co-located events. Other hotel resellers may contact you offering accommodations for your trip, but they are not endorsed by or affiliated with HSMAI.
Please see this prospectus for partnership opportunities and contact Partnership Manager Mark Primuth at Mark.Primuth@hsmai.org with questions
For More Information
For inquiries and information, please contact Renee Blessing at renee.blessing@hsmai.org or 703-841-8297
