Middle Management Movement By Michelle Pascoe

What will customer service look like in 2026? In this episode, Michelle explores how the future of customer experience in hospitality is being shaped by culture, leadership, employee wellbeing and meaningful measurement. Drawing on insights from recent conversations with hospitality leaders including Andy Goram, Anna Sebastian and Danielle Richardson, we unpack the real drivers behind exceptional guest experiences today. In this episode you’ll learn: • Why customer service starts with employee experience and workplace culture• The biggest challenges facing hospitality teams globally• How leadership impacts guest loyalty and engagement• Why training, wellbeing and communication are essential for service excellence• How mystery shopping and customer experience measurement help businesses improve service delivery We also discuss how hospitality venues can balance technology, innovation and human connection as the industry evolves. Finally, we explore how tools like mystery shopping, service audits and lead