Centrical Connect: Atlanta Edition – How IHG Transformed Frontline Engagement & Performance

March 27 | 11:30am – 1:30pm ET | Crowne Plaza Atlanta Perimeter at Ravinia

Join us in Atlanta for an exclusive Lunch & Learn and Networking event where frontline operations, CX, and L&D leaders will discover how IHG Hotels & Resorts transformed frontline engagement, performance, and loyalty—and how you can apply these strategies to any frontline workforce.

Special Guest:

Hear from Dan Heagney, Senior Operations Manager at IHG, as he shares how IHG Climb, a groundbreaking frontline enablement initiative, drove measurable improvements in productivity, retention, and customer experience across their properties.

What You’ll Learn:

✔ How to create a dynamic, supportive environment that empowers frontline teams to perform their best.

✔ How AI-driven coaching, recognition, and training fuel engagement and efficiency.

✔ Strategies to improve retention, optimize performance, and build a culture of continuous growth.

Event Agenda:

📅 11:30 AM – 12:00 PM | Check-in & Networking

🍽 12:00 PM – 1:00 PM | Lunch & Fireside Chat: How IHG Drives Frontline Engagement & Performance

🤝 1:00 PM – 1:30 PM | Q&A, Discussion & Networking

💡 Space is limited—reserve your spot today!

Don’t miss this opportunity to connect with industry peers and discover how AI-powered solutions can transform your frontline workforce.

Centrical Connect: Atlanta Edition – How IHG Transformed Frontline Engagement & Performance

Reserve Your Spot

March 27 | 11:30am – 1:30pm ET | Crowne Plaza Atlanta Perimeter at Ravinia

Special Guest:

What You’ll Learn:

✔ How to create a dynamic, supportive environment that empowers frontline teams to perform their best.

✔ How AI-driven coaching, recognition, and training fuel engagement and efficiency.

✔ Strategies to improve retention, optimize performance, and build a culture of continuous growth.

Event Agenda:

📅 11:30 AM – 12:00 PM | Check-in & Networking

🍽 12:00 PM – 1:00 PM | Lunch & Fireside Chat: How IHG Drives Frontline Engagement & Performance

🤝 1:00 PM – 1:30 PM | Q&A, Discussion & Networking

💡 Space is limited—reserve your spot today!

Don’t miss this opportunity to connect with industry peers and discover how AI-powered solutions can transform your frontline workforce.

Speakers

Dan Heagney

Senior Operations Manager at IHG Hotels & Resorts

Sierra Bromley

Customer Success Manager at Centrical

Don't miss out, RSVP today to secure your spot!

Sign Me Up

Centrical Connect: Atlanta Edition – How IHG Transformed Frontline Engagement & Performance

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”