Antonia Hock

Antonia Hock

Antonia Hock is the Global Head of The Ritz-Carlton Leadership Center, a consulting and advisory firm helping organizations create exceptional employee and customer experience since 1999. 

Thriving in the Retail Revolution: 4 Principles That Will Transform Your Brand Experience

The retail experience revolution is here. Brands of all sizes, all segments, and geographies are now competing on the overall customer brand experience, and not solely on product or historical reputation. As brands work to navigate this new world order, there are many tools, processes and considerations that can create a powerful customer experience. However,…

Human Connection Returns to Retail in 2019

As we approach the end of the year's first quarter, now is a good time for retailers to consider the trends that will impact their businesses in 2019 and beyond. One exciting trend crossing all segments of retail is the renewed focus on the human connection — i.e., building authentic relationships, stimulating community connections, and…