Alex Zeitz is the Director of Customer and Employee Experience at Virgin Voyages. In this interview, Alex talks about Virgin’s culture and how the employee and guest experience are directly interconnected.

• Instead of customers and employees, Virgin Voyages has sailors and crew members to show that the relationship is far more than transactional
• The role of technology in the guest experience should be to reduce friction at every possible point
• Virgin Voyages scores highly in the category of “belonging” due to their diversity, equity, and inclusion program that positively impacts both the crew and sailor experience