Recent Insights

If you would like to learn more about The Ritz-Carlton Leadership Center, please download our fact sheet. If you represent the media and would like to know more about us, please contact The Ritz-Carlton Leadership Center. Information on The Ritz-Carlton Hotel Company can be found through their fact sheet.

For a curated list of recent media placements featuring The Ritz-Carlton Leadership Center, please see below.

Why Diversity of Thought is the Key Ingredient for Better Business

by Sarah Fister Gale, American Express, October 2019

Synopsis: Global Head, Antonia Hock, shares her recent insights on why employing a group of diverse thinkers can be a big benefit to your business.

5 Things You Need To Build A Trusted And Beloved Brand

by Chaya Weiner, Medium, October 2019

Synopsis: Global Head of The Ritz-Carlton Leadership Center, Antonia Hock, sits down for a recent Q&A interview and dives into what it takes to build a trusted and beloved brand.

Creating a Culture-First Approach to Customer Experience

by Antonia Hock, AMA Playbook: Your Source for Practical Work Solutions, August 2019

Synopsis: In the latest blog post from AMA Playbook, Antonia Hock shares insights why building a world-class culture based on shared values, inclusion, compassion, and lateral service must come before any customer-centric focus to drive real success

What Trends are Shaping Retail in 2019

by Sam Mire, Disruptor Daily, June 2019

Synopsis: There’s no denying that retail is going digital at a rapid clip, but there’s still some value in the brick and mortar retail experience. This article highlights expert insights and their visions of the future of retail, including Antonia Hock, Global Head of The Ritz-Carlton Leadership Center.

Meet Your Future Employees: Generation Z

by Stephanie Overby, CMO.com, June 2019

Synopsis: Gen Z’s entrance into the workforce represents a “great opportunity for inter-generational learning and collaboration. Antonia Hock shares her views on how investing in Gen Z will pay significant dividends not only to overall business performance, but also in the ongoing development of the future workplace.

Creating a Culture-First Approach to Customer Experience

by Antonia Hock, American Management Association Quarterly, May 2019

Synopsis: In the Spring AMA Quarterly Magazine, Global Head & VP of The Ritz-Carlton Leadership Center Antonia Hock shares how the Ritz-Carlton approach creates engaged workers, who in turn create happy customers.

Culture is the Key to Great Service

by Antonia Hock, Retail TouchPoints, May 2019

Synopsis: In this article, Antonia shares why the importance of building a world-class culture based on shared values, inclusion, compassion and lateral service must come before any customer-centric focus in order to drive real success.

sHeroes: How Antonia Hock of The Ritz-Carlton Leadership Center is changing the culture of luxury and empowering everyone from the janitor to management

by Alexandra Spirer, Thrive Global, May 2019

Synopsis: In this Q&A interview, Antonia Hock shares insights with Thrive Global into the extraordinary and impactful work she and the team are delivering – both professionally and philanthropically – at The Ritz-Carlton Leadership Center.

Writing a Prescription for Physician and Caregiver Nurse Retention

by Jenna Sindle, Future Healthcare Today, April 2019

Synopsis: Jeff Hargett, Senior Practice Director, shares insights with Future Healthcare Today on why the latest tech and tools aren’t necessarily a sure-fire solution to retaining leading clinicians – culture still holds a top place in regards to the most effective ways to retain top talent.

Human Connection Returns to Retail in 2019

by Antonia Hock, Total Retail, March 2019

Synopsis: As retailers 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 and stimulating community connections. This article explores three ways retailers can bring to life the human connection.

Celebrating International Women’s Day with Girl Power Advice by 25 Inspiring Women

by Christine-Lauren Pollack, Inspirations & Celebrations, March 2019

Synopsis: Global Head & VP of The Ritz-Carlton Leadership Center, Antonia Hock shares her insights about overcoming challenges and embracing fear in her career. Antonia’s insights are part of the impressive lineup of advice, including other insights from Bobbi Brown, Miss USA 2018 and Alison Sweeney.

4 Digital Customer Experience Strategy Tips for 2019

by Erin Ollila, SmarterCX March 2019

Synopsis: Antonia Hock, VP of The Ritz-Carlton Leadership Center, shares thoughts on how to introduce anticipation into your digital customer experience.

4 Brands That Mastered the Omnichannel Customer Experience

by Erin Ollila, SmarterCX, February 2019

Synopsis: In this article from SmarterCX, readers learn how 4 brands are mastering omnichannel customer experiences across different industries. Antonia Hock, Global Head & VP of The Leadership Center shares her insights on why some brands are getting it right.

Why Customer Experience is Still Lagging

by Phil Britt, CMS Wire, February 2019

Synopsis: Antonia Hock, Global Head & VP of The Leadership Center shares insights as to the challenges companies face when it comes to CX, largely driven by the fact that customers are seeking the ability to have a profound, efficient and personalized experience via the mobile world.

Top CEOs Share How Customer Experience Starts with Culture

by Robert Reiss, Forbes, February 2019

Synopsis: Article features insights from Herve Humler, Chairman Emeritus of The Ritz-Carlton, on how The Ritz-Carlton sustains our notable culture. The Ladies and Gentlemen of The Ritz-Carlton are “the most important asset in our service delivery to our guests. We trust in their work, empower them, and give them the tools and resources to succeed and they rise to the occasion.”

Micro Moments That Can Lead to Big CX Wins

Panel Presentation by Antonia Hock, Vice President & Global Head of The Ritz Carlton Leadership Center, eTail West, Palm Springs, CA, February 2019

Synopsis: Examining the small interactions, often on mobile, can greatly influence purchase decisions. As such, you need to ensure you are mapping out the customer journey to better understand when these micro moments might occur.

Embracing the Experience Economy

by Antonia Hock, Vice President & Global Head of The Ritz Carlton Leadership Center, January 2019

Synopsis: From commitment to culture to transforming the talent experience, Antonia shares 5 key actions organizations can take to truly embrace the experience economy in our latest white paper.

How to Thrive in the Experience Economy

by Antonia Hock, Wavelength Blog, November 2018

Synopsis: In this article, Antonia Hock, VP of The Ritz-Carlton Leadership Center, shares insights on how brands can – and must learn to – thrive within the experience economy.

Antonia Hock Named to Luxury Daily Top 25 Women to Watch List

from The Ritz-Carlton Leadership Center News Room, October 2018

Synopsis: Luxury Daily, the world’s leading luxury business publication, has named Antonia Hock, VP of The Ritz-Carlton Leadership Center, to its 2019 Top 25 Women to Watch in Luxury list. With this announcement, Hock highlights how the Leadership Center is poised to drive significant impact across the luxury segment in 2019.

Shareable Moments On Social Drive Sales

by Deborah Weinswig, Forbes, July 2018

Synopsis: Ritz-Carlton Leadership Center VP Antonia Hock shares how anticipatory services and wow moments lead to great experiences and customer loyalty.

Creating Value Through Meaningful Experiences: How Volkswagen Australia Wins Customers And Earns Their Loyalty

Forbes, May 2018

Synopsis: Jason Bradshaw, Chief Customer Officer of Volkswagen Australia, articulates his organization’s approach to customer experience and discusses their “experience-immersion” trips with The Ritz-Carlton Leadership Center.

How The Ritz-Carlton Leadership Center Uses Employee Engagement To Drive Customer Experience

by Bryan Borzykowski, Forbes, May 2018

Synopsis: The Ritz-Carlton Leadership Center VP, Antonia Hock, and Sr. Dir., Jeff Hargett discuss The Ritz-Carlton philosophy and approach to achieving exceptional customer experience.

Leaders of Luxury Series: Robert Chavez, President & CEO of the Americas, Hermès of Paris

featured in the Robb Report, presented by International Luxury Travel Market (ILTM), November 2017

Synopsis: Robert Chavez speaks to the personalized service excellence culture of the Ritz-Carlton brand.

The 2017 Sotheby’s International Realty® Global Networking Event

by Erik Weinbrecht, Sotheby’s International Realty Extraordinary Living Blog, October 2017

Synopsis: The Ritz-Carlton Leadership Center takes the stage at the 2017 Sotheby’s International Realty Global Networking Event.

The Ritz-Carlton Leadership Center Welcomes Antonia Hock as New Vice President

from The Ritz-Carlton News Room on May 2016

Synopsis: Announcement about the new Vice President of The Ritz-Carlton Leadership Center and her goal to expand The Leadership Center into a world-renowned advisory, consulting and executive training powerhouse.

Building a Culture of Engagement as the Foundation for Patient Experience: On the Road – Keck Medicine of USC

from The Beryl Institute posted by Stacy Palmer on March 2016

Synopsis: Shares how Keck Medicine of USC transformed its organizational culture to encompass a committed focus on employee engagement and patient experience.

Top 100 Leadership Blogs on the Web

from Feedspot posted by Anuj Agarwal on March 2016

Synopsis: The Ritz-Carlton Leadership Center’s blog earns spot on Top 100 leadership blogs.

What Steve Jobs Stole From Ritz-Carlton (and You Should Steal From Apple)

from Inc. written by Micah Solomon in June 2015

Synopsis: The Ritz-Carlton inspired Apple’s Genius Bar.

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