910 Cruising to Success – The Journey to Extraordinary
8:00 AM - 9:00 AM ET
Wednesday, November 9
Royal Caribbean Group is the world’s second-largest cruise holding company, building on a proud history of innovation. Leveraging this culture of innovation, Royal Caribbean has successfully built out a future of learning for the hospitality industry. Throughout this session, we will demonstrate how Royal Caribbean has solved the challenge of training a dispersed call center population, without them ever taking a step onto a ship, by embedding learning in the daily workflow. Key elements of this strategy include engaging visuals, audio in a multilingual environment, and expertly positioned compliance programs to ensure minimum effort with maximum impact.
This session will reveal the trust, truth, and tribulations of a decade-long partnership. When navigating growth, technology migrations, and global pandemics, what are the key elements to leveraging ta vendor’s expertise as a vital extension of your own learning & organizational development team?
In this session you will learn:
- To define your journey to extraordinary
- How to utilize your learning platform in the most cost-effective, scalable way
- Key ingredients of a successful vendor partnership
- How to grow your L&D team via its business success
Chief eXperience Officer
Page Chen serves as Chief eXperience Officer for Learning Pool Group. Regularly invited to speak at conferences and events around the world or consult on learning experiences designs for fortune 500 companies, federal agencies, or universities, she excels at helping customers identify their core requirements and then leading a team to deliver a scalable digital learning solution for them that exceeds their desired results. With a master’s degree in adult education and a PhD in instructional design for online learning, she has spent over a decade researching the intersection where strategy and technology come together to support learner mastery.
Lead, Global Contact Center Training Development
Royal Caribbean Group
Amber Miles is the lead of the Global Contact Center Training Development Team for Royal Caribbean Group. Her team develops and deploys learning content for 3,000+ contact center agents globally for multiple cruise line brands. She graduated with honors from Rollins College with a BA in international affairs. In her free time, Amber is passionate about making cookies and spending time with her husband and two children.