Marco Madrazo

Director, Learning Experience Design Holiday Inn Club Vacations

Marco Madrazo is the head of learning experience design at Holiday Inn Club Vacations. In this role, he has been a key partner in the creation of innovative talent development initiatives, including the newly formed EXPANSIONS leadership development series. Prior to joining HCV, Marco was the program manager for US retail training at Microsoft. In this role, he supported the launch of flagship products such as Office 365 and Xbox One. Throughout his 16-year career in learning and development, Marco has crafted numerous award-winning programs that have increased competence, confidence, and advocacy.

Day One: Sunday, February 23, 2020

Sunday, February 23rd, 2020

5:05 PM L&D for “Deskless” Workers

80% of workers are “deskless” working in a variety of both customer facing and remote positions, across all industries. These workers present a unique challenge to deploy learning and development programs, and skills and training requirements vary, so your training for these employees must be nimble and flexible to meet the most stringent state and quality standards. In this session, we will join Marco Madrazo, as he takes us through the journey that Holiday Inn Club Vacations has embarked on to become the most loved brand in family travel. As part of their mission, they are developing their frontline workforce into collaborative, high performance teams that are inspired by their culture of “customer obsession.” We will review the unique challenges that this group presents, and how they are improving the customer experience with new training methods and just-in-time training, including:

  • How to build brand advocacy through leader-led workshops
  • How to offer workflow training on the spot
  • How to enhance competency through augmented reality

Check out the incredible speaker line-up to see who will be joining Marco.

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