Designing the Future of Guest Experience with Jessica Kwa

What happens when you combine restaurant-floor instincts, deep empathy, and industry-defining CX strategy? You get Jessica Kwa, Head of Customer Experience Strategy at Qualtrics, who helps some of the world’s biggest brands truly understand what customers need—and how to design experiences that turn insight into action.

In this episode, Jessica breaks down:

Why guest expectations are skyrocketingHow technology is shifting from “collecting feedback” to anticipating needsWhat operators still underestimate about the modern dinerHow to unify data, amplify frontline teams, and build a culture grounded in real-time listeningThe most exciting ways AI is reshaping CX without losing the human elementWhere leaders can start if they’re ready to transform their guest experience

It’s a conversation about empathy, clarity, and the power of listening at scale—perfect for anyone leading teams, shaping brand strategy, or building the future of the hospitality industry.