{"podcast":{"title":"The Future of Hospitality","slug":"the-future-of-hospitality-7482768","podcast_index_feed_id":7482768,"rss_url":"https://anchor.fm/s/10480bf24/podcast/rss","website_url":"https://futureofhospitality.org","image_url":"https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_nologo/43605137/43605137-1766322710448-aa9d5b8b5a7f1.jpg","author":"Shaping tomorrow by understanding today","episode_count":125,"summary":"In this podcast we journey beyond today’s industry standards to imagine what’s next. We speak with hospitality experts across operations, sales, technology and more - diving deep into the trends shaping tomorrow. While technology plays a role, the podcast also explores topics like guest experience, operational insights, and more, with each episode offering practical takeaways and a fresh perspective on what the industry’s future might look like. If you’re ready to stay ahead in hospitality, tune in for ideas, inspiration, and insights from the leaders shaping the industry.\"","last_synced_at":"2026-06-29T20:19:21.518171+00:00","page_url":"https://stenobird.com/podcast/the-future-of-hospitality-7482768"},"episode":{"title":"The Contact Center is Not a Cost, it's a Conversion Engine","slug":"the-contact-center-is-not-a-cost-it-s-a-conversion-engine","published_at":"2026-04-20T06:54:00+00:00","page_url":"https://stenobird.com/podcast/the-future-of-hospitality-7482768/the-contact-center-is-not-a-cost-it-s-a-conversion-engine","show_page_url":"https://stenobird.com/podcast/the-future-of-hospitality-7482768","url":"https://podcasters.spotify.com/pod/show/alon-shkuri/episodes/The-Contact-Center-is-Not-a-Cost--its-a-Conversion-Engine-e3hcgri","audio_url":"https://anchor.fm/s/10480bf24/podcast/play/117899570/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-3-3%2F421334274-44100-2-32adef5e83199.mp3","summary":"The contact center isn't overhead. Ask anyone who's actually run one. Anita Travis leads global contact center operations at Outrigger Hospitality. Megan Becker has spent 14 years in reservations at Hershey Entertainment & Resorts. Both have built teams that drive revenue through every call - and both have had to fight for the contact center's seat at the commercial table. This is that conversation. Shift the contact center from cost center to commercial strategy Build agent culture that delivers on your brand promise before guests arrive Use call data to share insights with revenue management that actually change decisions Identify the pre-arrival and ancillary revenue your contact center is leaving behind Think about the future of voice in a world where AI is doing more of the work Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience. Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality.","meta_description":"The contact center isn't overhead. Ask anyone who's actually run one. Anita Travis leads global contact center operations at Outrigger Hospitality. Megan…","key_points":[],"chapters":[],"topics":[],"duration_seconds":2429,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-future-of-hospitality-7482768/episodes/the-contact-center-is-not-a-cost-it-s-a-conversion-engine/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-future-of-hospitality-7482768/the-contact-center-is-not-a-cost-it-s-a-conversion-engine.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}