Speaker Themes

Customer Centricity

Antonia Hock

Vice President, The Ritz-Carlton Leadership Centre and Human Capital Performance Advisory Marriott International

Antonia is a global expert & speaker on customer experience and the experience economy. A highly engaging and thought provoking speaker she shares her experience of developing software and service businesses for some of the world’s largest companies. 


Speaker Biography

Antonia Hock is the global head of both The Ritz-Carlton Leadership Centre and the Performance Advisory practice at Marriott International.

The Ritz-Carlton Leadership Centre 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 exceptional customer experience. Under her leadership, The Leadership Centre has created incredible competitive advantages for some of the biggest brands in the world: Nearly 50% of the 2018 Glassdoor Top 25 Best Places to Work have been impacted by its work on culture transformation, customer experience, and continuous improvement initiatives.

As Vice President of Marriott’s Performance Advisory practice, Antonia is accountable for a full range of professional consulting activities for all 30 Marriott International brands and the operations, corporate, and field functions of Marriott. This work includes all human capital performance programs which impact over 600,000 Marriott associates globally. She plays a key role in developing and delivering meaningful learning and performance improvement solutions that align to and support the achievement of desired human capital performance outcomes and business results globally.

Prior to Marriott, she spent two decades developing software and service businesses for some of the world’s largest companies, including Microsoft, EDS, and Siemens. Antonia is a graduate of Dartmouth College, where she majored both in Asian Studies and Government and was an equestrian. Raised abroad, she now resides in Chevy Chase, Maryland and enjoys traveling with her husband, polo, and horology.

Read this fantastic piece Antonia wrote on ‘How American Airlines Is Leveraging Social & Digital to Impact the Customer Experience’ <https://www.linkedin.com/pulse/how-american-airlines-leveraging-social-digital-impact-antonia-hock/>


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