Hughes suggested appointing an “excite and delight” director to achieve this, someone whose actual job it is to look at the customer journey at all times and find ways to make people smile and feel better. “If you’ve done your job properly, everyone in your organisation becomes excite and delight directors because they [customers] believe in that connection. Connection is everything.” ’Race for relevance’ Meanwhile, Hughes said travel and tourism brands had to be mindful that with the arrival this year of Generation Beta, they now had to meet the…
