Cate Milton is the Customer Experience Officer at the Historic Royal Palaces in the United Kingdom, which oversees the operation of six uninhabited palaces. In this interview, Cate discusses what the experience is like for visitors coming to learn the immense amount of history that the palaces offer.

Key takeaways:

• When focusing on storytelling, Cate says that their goal is to serve every visitor type that comes through, whether they enjoy reading signs or prefer to have the content delivered to them, there needs to be a strong balance between historic storytelling and modern-day technology
• Employees are always empowered to create moments for their guests and do whatever it takes - provided it does not cause a risk to safety or security.
• HRP’s guest experience philosophy, which is to stir every spirit every time.