Lauren Wood

Great CX starts with a great story, and AgentForce helps you tell it consistently across every channel. AgentForce allows you to build AI agents that empower teams and customers to provide top-notch customer service 24-7, all seamlessly integrated with Salesforce. Discover the future of CX today and visit salesforce.com slash agentforce.

Great CX starts with a great story, and AgentForce helps you tell it consistently across every channel. AgentForce allows you to build AI agents that empower teams and customers to provide top-notch customer service 24-7, all seamlessly integrated with Salesforce. Discover the future of CX today and visit salesforce.com slash agentforce.

Consistency builds trust. And that's what I love about tools like AgentForce. With AgentForce, AI agents can help you deliver consistently excellent service to your customers 24-7. Fully integrated with Salesforce, AgentForce is redefining CX. Salesforce has the experts, resources, and technology to help you start your agent force transformation today.

Consistency builds trust. And that's what I love about tools like AgentForce. With AgentForce, AI agents can help you deliver consistently excellent service to your customers 24-7. Fully integrated with Salesforce, AgentForce is redefining CX. Salesforce has the experts, resources, and technology to help you start your agent force transformation today.

Consistency builds trust. And that's what I love about tools like AgentForce. With AgentForce, AI agents can help you deliver consistently excellent service to your customers 24-7. Fully integrated with Salesforce, AgentForce is redefining CX. Salesforce has the experts, resources, and technology to help you start your agent force transformation today.

In fact, Salesforce's support experience is now powered by agent force. See the future in action at help.salesforce.com.

In fact, Salesforce's support experience is now powered by agent force. See the future in action at help.salesforce.com.

In fact, Salesforce's support experience is now powered by agent force. See the future in action at help.salesforce.com.

We get it all here. Hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.

We get it all here. Hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.

We get it all here. Hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.

There's always going to be things that happen. But if we recover well, then that's where loyalty sprouts from.

There's always going to be things that happen. But if we recover well, then that's where loyalty sprouts from.

There's always going to be things that happen. But if we recover well, then that's where loyalty sprouts from.

Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I'm excited to have Shannon McCallum on the show. She is the vice president of hotel operations with Resorts World Las Vegas, as well as the global board director with the Hospitality Financial and Technology Professionals Association.

Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I'm excited to have Shannon McCallum on the show. She is the vice president of hotel operations with Resorts World Las Vegas, as well as the global board director with the Hospitality Financial and Technology Professionals Association.

Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I'm excited to have Shannon McCallum on the show. She is the vice president of hotel operations with Resorts World Las Vegas, as well as the global board director with the Hospitality Financial and Technology Professionals Association.

Shannon has over 30 years of experience studying and transforming customer experience within the hospitality industry and has been named the top 25 hospitality executives to watch in 2025 by the International Hospitality Institute. Personally, I believe that hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.

Shannon has over 30 years of experience studying and transforming customer experience within the hospitality industry and has been named the top 25 hospitality executives to watch in 2025 by the International Hospitality Institute. Personally, I believe that hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.

Shannon has over 30 years of experience studying and transforming customer experience within the hospitality industry and has been named the top 25 hospitality executives to watch in 2025 by the International Hospitality Institute. Personally, I believe that hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.