S2 | Episode 70: Being Intentional With Your Brand Experience With Antonia Hock, Ritz-Carlton Leadership Center
About the Episode
Today we’re going to talk about the importance of being intentional with your brand’s experience, and why great company culture and customer experience are critical to success. Great customer experience is created from motivated, engaged employees who feel both valued and valuable to an organization. While that sounds straightforward, it is often easier said than done. Even for Fortune 500 brands, the transformation required to become an experience-led organization requires people, processes, and technology to all be in alignment to the benefit of both customers and employees. To help me discuss this topic, I’d like to welcome Antonia Hock, Global Head of The Ritz-Carlton Leadership Center, a thought leader in customer and talent experience, and who was recently named to Luxury Daily’s Top 25 Women to Watch in Luxury.
About Antonia Hock
Antonia Hock is the Global Head of The Ritz-Carlton Leadership Center where she leads a dynamic advisory business focused on innovating the Customer Experience (CX) and Talent Experience (TX) for clients worldwide.
The Ritz-Carlton Leadership Center delivers award-winning services that have allowed thousands of clients to improve customer and employee engagement, transform their culture, drive brand loyalty and create an extraordinary customer experience. Under her leadership, The Leadership Center has created incredible competitive advantages for some of the biggest brands in the world.
Beyond her responsibilities with The Leadership Center, Antonia is a sought-after, author, thought leader and frequent global keynote featured speaker. She is considered a global expert on organizational transformation and building experience-based brands, creating a culture of customer-centricity, empowering employees and issues around diversity in the workforce, and innovating experiences for the future. She currently works with many internationally acclaimed speakers’ bureaus as well as directly with numerous Fortune 500 C-Suite cross-industry clients in both an advisory and speaker capacity. Recent public speaking engagements include delivering a keynote on “The Customer Experience” for the Fashion Institute of Technology, serving as a featured speaker on CX at the Fuqua School of Business (Duke University) and the 2019 “Future of Luxury” convention. Additionally, Antonia routinely delivers keynotes, executive retreats, and workshops for private clients worldwide.
Antonia has authored many highly acclaimed articles on innovation in the brand-building and customer experience arena for publications such as Forbes, American Express, Thrive Global, AOL.com, Disruptor Daily and CMO.com. In 2019, she was recognized as one of the Top 25 Women to Watch in Luxury (Luxury Daily) and a "Future of Retail" Thought Leader (Disruptor Daily). She also posts regularly on LinkedIn, so please check out the link below.
Prior to The Ritz-Carlton, Antonia spent twenty years as an executive in technology working for progressive fast-moving companies such as Microsoft, HP, Siemens Enterprise Communications, and MicroStrategy. She led business units across multiple industries to drive award-winning innovation, double-digit sustainable growth and exceptional customer experience. Antonia’s career story, lessons, and principles for success have been featured in major publications and widely praised for their impact on individuals of all generations.
Antonia is a graduate of Dartmouth College, where she majored in both Asian Studies and Government and competed nationally on the Equestrian team. Raised abroad in Europe, Asia and Africa, she loves adventure travel, exotic food, great literature, and can regularly be found in the gym where she enjoys the challenge of weight lifting.
