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On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Sarah Searls, chief customer officer for Choice Hotels International, about how the COVID-19 pandemic has impacted customer experience in the hospitality industry. Listen as they discuss Choice’s customer-engagement efforts, the role automation and self-serve play in the hospitality industry, how Sarah’s approach to customer centricity has evolved over the past decade, and much more.