< Previous10 April 2023 | Corporate & Incentive Travel | TheMeetingMagazines.com M arch 30th was a day of celebration for the meetings industry. Global Meetings Industry Day recognized the importance of the meetings industry and its impact on local, state and the global economy. “Business leaders know the most persuasive communication doesn’t happen through a screen — it happens when you meet face-to-face,” said U.S. Travel Association President and CEO Geoff Freeman. “Even in a tight economy, face-to-face meetings matter for businesses and workers.” According to a survey by J.D. Power and Tourism Economics, 81% of executives view business travel as essential to their company operations — with good reason. A study reported in the Harvard Business Review found that face-to-face requests are 34 times more effective than emailed ones. GMID is powered by the U.S. Travel Association’s “Meetings Mean Business Coalition” co-chaired by Meet Boston President & CEO Martha Sheridan and MGM Resorts International Sr. Vice President & Chief Sales Officer Stephanie Glanzer. Coastal Communications Corporation, a leading meetings industry publisher for over 40 years, renews our commitment to support the meetings and events industry. | C&IT | MEETINGS INDUSTRY DAY MARCH 30, 2023 Global SAN DIEGO NEW ORLEANS THE PALM BEACHES LAS VEGAS SNAPSHOTS //TheMeetingMagazines.com | Corporate & Incentive Travel | April 2023 11 THE PALM BEACHES PHILADELPHIA LAS VEGAS ORLANDOCaesarsMeansBusiness.com 855-633-8238D igital transformation, geopolitical volatil- ity and supply chain disruption continue to sweep through the MICE and travel indus- tries like a tsunami, bringing with them a tidal wave of change and innovation at every turn. But as countless scrappy organizations who have found ways to thrive despite disruption continue to demonstrate, there are many ways to reengineer the fun- damental customer experience (CX) and value they offer to stay one step ahead of the curve. That’s good news, as we explain in the new book, “Think Like a Futurist 2022: The Next Normal,” because experience is everything to tomorrow’s traveler, noting that a superior CX minimizes friction, maximizes efficiency and makes every exchange feel more human. In short, give your customers a great experience and they won’t just be likelier to hit the road and rave about the times they’ve had to friends and family. They’ll also buy more, be more loyal, and be likelier to engage in repeat business. Bear- ing this in mind, as I often remind keynote speaking audi- ences, for businesses looking to adapt to fast-changing busi- ness environments, it’s imperative to keep a laser focus on what counts: Finding ways to create customer experiences that audiences will adore, inspire added shopper loyalty and keep travelers coming back for more. Here, let’s take a closer look at what the future of several fields — including travel, hospitality and events — will hold and, ultimately, how to adapt. Travel, Transportation, Hospitality and Events Imagine dropping your bags off at an artificially intel- ligent airport kiosk, winking at a screen as you stroll right through security, and checking in for a flight just by walking on a plane. Afterwards, upon arrival at your destination, pic- ture unlocking your hotel room just by tapping an app and grabbing a snack from the gift shop with a wave of your hand. Thanks to new face- and voice-recognition technologies, which eliminate the need for physical documents, manual- identification checks and human interaction, it’s now pos- sible to securely verify your ID and process transactions in literally seconds at a glance. Already, artificially intelligent and biometric (touch- less or spoken word) solutions are transforming the future of travel, to the point that entire airport terminals are now instituting self-service check-in, drop-and-go baggage and automated-checkpoint screening-systems. Capable of pro- viding organizations with detailed insights and analytics into business processes and customer behaviors as well, these tools enable passengers to enjoy shorter wait times, greater convenience, and safer, more intuitive interactions at every turn. They also provide organizations with the business intelligence and predictive capabilities that they need to optimize workflows, cut costs, and minimize over- flow and congestion. Check-ins that occur via text message or with the scan of a QR code. Customer service calls handled by computerized chatbots smart and well-spoken enough to pass for human counterparts. Digital signs that lead you to your guest room or dining area, and virtual reality headsets that let you attend conferences and events with hundreds of colleagues in 3D computer-generated worlds. Going forward, high-tech solu- tions will lead the way for the future of travel, meaning that if you’re a company looking to play in the space, there’s never been a better time then now to consider upgrading your infrastructure, back-end technology and business plan. Adapting to the Future of Travel, Destinations, Hotels and Events BY SCOTT STEINBERG PERSPECTIVE // Finding ways to create customer experiences that audiences will adore, inspire added shopper loyalty and keep travelers coming back for more. 14 April 2023 | Corporate & Incentive Travel | TheMeetingMagazines.comDestinations and Properties Speaking of eye-popping innovations: Tomorrow’s tourist will soon be able to browse the globe’s most-storied art-galleries in 3D from their smartphones or even insert their face on top of history’s most famous paint- ings. Alternately, museumgoers will enjoy the option to step right into 360-degree roboti- cally-powered recreations of prehistoric envi- rons, or swim with dolphins and fly to the moon, by donning a virtual reality (VR) headset. From 8K ultra-high-definition remote-video tours to augmented reality (AR) digital pop-ups, rest assured that not only will high-tech tourism soon be on the rise, but we’ll also all enjoy the chance to see the world from a host of fresh high-tech perspectives. Of course, the rapid rollout of high-speed 5G com- munications technology (and its ability to quickly move and process massive amounts of data) also promises to further transform the world of events and destinations. Picture enjoying personalized sightseeing experiences where you’re holding your phone camera up to real-world objects, allowing you to pull up interactive games or hi-def streaming multimedia info on them or instantly translate signs into your native language. Now envision hearing sto- ries of timeless tales right from the mouth of history’s most famed figures via lifelike holograms; getting to play your way through 360-degree video simulations of the globe’s most infamous battles; or scanning a museum gallery for hidden high-tech clues that lead you on interactive adven- tures throughout otherwise unassuming everyday back- drops. Heck, given the degree of immersion tomorrow’s VR devices can conjure up, you’ll soon be able to plop on a headset and see exactly what life was like firsthand during the Middle Ages or Renaissance. Mind you, that’s before we consider the introduction of cutting-edge simulations that let you role play and interact with artificially-intelli- gence characters of all kinds. Given growing interest in extended reality (XR) technolo- gies (which blend real-world and digital environments) and metaverse solutions (online, computer-generated environ- ments), it bears reminding: The future of events and enter- tainment will only get more interesting from here. In other words, technology is quickly helping destinations of all kinds morph from static real-world spaces into interactive virtual playgrounds — and is expanding access to the globe’s top tourist destina- tions, even to hit the virtual ski slopes or mountainside with- out leaving your living room. The Bottom Line As you can see, the future already looks bright, even at a cursory glance. Moreover, like we routinely point out, you don’t have to be a futurist to see it coming on either. A little more planning and forethought is all it often takes to adapt your travel, transportation or MICE industry business to capitalize on new and emerging trends. Again, a tidal wave of change is quickly coming to the industry. However, you can learn to be much more successful at surfing, when it comes to surfing, just by preparing for what’s coming next and making a few forward-thinking changes of your own in turn. C&IT Hailed as the world’s leading business strategist, award-winning expert witness, strategic consultant and professional speaker, SCOTT STEINBERG is among today’s best-known trends experts and futurists, and the bestselling author of “Think Like a Futurist;” “Make Change Work for You: 10 Ways to Future-Proof Yourself, Fearlessly Innovate, and Succeed Despite Uncertainty;” and “Fast >> Forward: How to Turbo-Charge Business, Sales, and Ca- reer Growth.” The president and CEO of BIZDEV: The International Association for Business Development and Strategic Partnerships, his website is FuturistsSpeakers.com. Dep os it P h o to s . c o m TheMeetingMagazines.com | Corporate & Incentive Travel | April 2023 15M uch has changed in the business land- scape over the last few years, kicking the public-speaking sector into the strato- sphere as virtual-live presentations (via Zoom and others) have become a norm. International, award-winning profes- sional speaker Saana Azzam gives keynote speeches around the globe. She is the founder and CEO of MENA Speakers, located in Dubai, United Arab Emirates, and gives advice for veteran and novice speakers. MK: How do you see public speaking evolving? SA: Professional speaking has grown substantially over the years into a global industry and, in doing so, has opened doors of career opportunity for those who are experts and influencers in their respective fields. While opportuni- ties have arisen, so too has competition for professional speakers. The world of professional public speaking has also changed over the past 18 months, much in the same ways the world did as businesses evolved in light of the global COVID-19 pandemic. Professional speaking no longer exists in a vacuum where experts take the stage, give a presentation and are compen- sated for their time and expertise. Professionals today must continually work on their skills, continu- ally examine industry trends and manage speaking engage- ments with care to rise above the competition. Prospects in 21st-century professional-speaking are often live, though some excellent opportunities exist in the virtual realm with more to come in the future. With these changes in the indus- try come new rules of professional speaking. MK: So how about the new rules — to what should today’s public speakers aspire? SA: While it may seem as though virtual professional speaking came on the scene quickly after the global pandemic, it has actually been around for quite some time. What has changed is clients are now actively seeking virtual speakers to motivate and encourage employees and customers with nearly the same frequency as they seek live speakers for conferences, seminars, conventions and more. Professional speakers are no longer the purveyors of ritu- alistic prepared remarks. Instead, today’s most influential presenters are those who give off an effective, honest and communicative dialogue. As presentations become more interactive, audiences expect conversations, not lectures, which means professional speakers can stay ahead of the competition with dynamic, interactive speeches designed to draw your audience in and deliver your message in an accessible and engaging manner. Formal presenta- tions are out, approachability and authenticity are in. There is a new rule No. 1: Be yourself and continue to hone your speaking skills. Refining a skillset doesn’t neces- sarily mean more practice. Instead, it means better practice. Repeating what has been done it the past won’t lead to improvement, but taking feedback and making positive changes can. The latest technology can also help. Simply record rehearsals, watch them back and take notes, while factoring in any feed- back. The changes needed will become clear, allowing practice of a newer, better presentation technique with those adaptations. Visuals can also enhance a message or detract from it. Rid presentations of ineffective visuals and add those that truly express the main message or idea. Always choose high-quality images, even when using stock. Rather than matching the presentation to the visual aids, develop a nar- rative and then enrich it with assets that help focus the audience on the intended message. MK: What are the fundamentals for professional speakers? SA: Nearly everyone is familiar with the saying, ‘The Expert Cites New Rules for Professional Speakers (Live or Virtual) BY MERILEE A. KERN, MBA PERSPECTIVE // C o u r t e s y P h o t o 16 April 2023 | Corporate & Incentive Travel | TheMeetingMagazines.commore things change, the more they stay the same.’ While fea- turing its own unique measure of sarcasm, the adage is accu- rate. Although changes happen frequently, much remains constant in the midst of that ebb and flow—certainly in the professional speaking industry. There are rules of public speaking that will stand the test of time. Professional speakers still need to hone their style in order to establish authority and guide the audience to focus and relate as they glean the benefits of listening to an expert. Set- ting the tone requires the professional speaker to first know the audience and incorporate their own personality into the speech or presentation. In addition, clothing, sense of humor and movements also help to establish tone and style. As a professional speaker, eye contact remains key. This establishes a connection with audience members and dem- onstrates investment in them. The goal remains to make the audience a part of the speech or presentation, drawing them in and encouraging them to engage and participate. Pacing presentation and pausing to punctuate important points endures as a significant tenet, both in live venues, as well as virtual ones. One final reminder in this world of change: Venue arrival time is critical and it should be done before the appointed time, whether appearing before a live audience or virtually from the living room. Take the time to familiarize with the setup, ensure the technology being utilized is functioning properly, and check audio and visual equipment. Also take the extra time to get in a minute or two of practice before the presentation begins. MK: I know you advocate a more conversational tone when public speaking, as if the speaker is engaged in a dialogue with friends. Can you elaborate on that? SA: While some of the tried and true rules of effective professional speaking remain steadfast, much has changed in this realm, whether live or virtual. Today’s most powerful speakers are authentic and approachable. Their presenta- tions are less like formal lectures and more like a conversa- tion with friends. The best professional speakers find that success lies in their ability to make a connection with their audience, while sharing valuable information from a posi- tion of both knowledge and confidence. C&IT MERILEE KERN, MBA is a brand strategist and analyst who reports on industry change makers, movers, shakers and innovators: field experts and thought leaders, brands, products, services, destinations and events. Merilee is also founder, executive editor and producer of “The Luxe List,” as well as host of both the “Savvy Ventures” business TV show that airs nationally on FOX Business TV and Bloomberg TV, and the “Savvy Living” lifestyle TV show airing in top U.S. markets. Connect with her at TheLuxeList.com, SavvyLiving.tv, at LuxeListReports on Facebook, Twitter and Instagram, and on LinkedIn at MerileeKern. MENA Speakers founder and CEO SAANA AZZAM , the MENA region’s premier public speaking authority, is a globally-known “Chief Inspirational Officer.” As an international award-winning economist and professional speaker, Azzam is globally known for delivering impactful conference and event keynotes. Her online Experts Market platform avails a marketplace where a variety of speakers may be booked for events, market their books, provide online courses and client advisory, and generally market themselves more effectively. So, Azzam’s insights above on “the new rules of professional speaking” come from a place of deep knowledge and front-line experience. Today’s most influential presenters are those who give off an effective, honest and communicative dialogue. TheMeetingMagazines.com | Corporate & Incentive Travel | April 2023 17F rom time to time, we all face situations we fear and dread. A Zoom call with an unreasonable client. A team meeting with a coworker who likes to complain or argue. A performance review after a dismal quarter. Even a family dinner where a contentious relative will likely be present. You know from experience two things will happen. One, the encounter will not go well. Two, you’ll leave in a state of stress, anxiety and ill temper. For the rest of the day, you’ll brood in your office, speak curtly to employees, and go home to snap at your kid or jerk the dog’s leash. This happens when a situation puts you in lower brain, a fear-driven state of mind where you’re hyper-focused on keeping yourself safe. (It’s the fight, flight, freeze thing.) The solution? Get yourself into upper brain mode — a state of positivity, openness, engagement and creativity — before the event. We know ahead of time when something is going to trig- ger our lower brain. Don’t we? It just makes sense to learn how to prepare for it. When we do, we can rewrite the entire story, for us and for the other people involved. Typically, I teach leaders to shift their behavior, so they don’t scare, shut down and stress out their employees. But since we don’t all work for bosses who understand or care about neuroscience — and most of us deal with unenlight- ened clients, coworkers and family members — it pays to know how to stay in upper brain ourselves. It’s mostly a matter of stepping out of our shoes and into someone else’s. This shift allows us to stop building that protective wall and open up to a more productive way of thinking. Stephen Covey said it best, “Seek first to understand, then to be understood.” When you can get into a seeking frame of mind before you pick up the phone or walk into the meeting, it will dramatically change how you experience the encounter. It puts you and the other person in a differ- ent place. And you’ll be more likely to get a more effective outcome. The key is always to get the best outcome you can in the midst of the event. Four tips that may help you shift into (and stay in) upper-brain mode when you’re in (or just anticipating) tough circumstances: Accept that your lower brain is going to get triggered. Knowledge is power. If you can tell yourself, I am human, and part of my brain has some primitive wiring, you’re ahead of the game. You’ll know what’s happening and be able to put things in perspective. The saber-toothed tiger isn’t going to crash through the wall and devour you. You’re safe. You’re free to work with the other person to come up with a solution. Know when your lower brain is triggered. Self-awareness is key. You’ll start to feel anxious, edgy, defensive and just want to get away from the situation. Real- izing you are there and naming it is the first step to getting control of the situation. Often we don’t realize it’s been trig- gered and we let things escalate or spiral. While we are often justified in being in this state, we have to remember that it’s You Can Stay in “Upper Brain” Mode in Tough Circumstances BY MICHAEL E. FRISINA, PH.D. PERSPECTIVE // 18 April 2023 | Corporate & Incentive Travel | TheMeetingMagazines.comnot where we do our best work and try to move ourselves back to our upper brains. It’s usually a good idea to pause when we know we’ve been triggered. Just taking a moment to breathe, calm down, and regroup can prevent us from reacting in a way that shuts down dialogue or even damages relationships. Take a walk in the other person’s shoes. Try to understand them. What is driving their behav- ior? What pressures do they face? What do they need to get out of this partnership? How might they be perceiv- ing you? There’s a quote attributed to Abraham Lincoln that goes, “I don’t like that man. I must get to know him better.” It is so true. The more we know most people, the more we come to like them, and the more open we are to working with them. Start asking questions. (It can help to prepare some thoughtful ones ahead of time.) Being inquisitive is powerful. First of all, it leads to learning, and learning is always a good thing. Too often we go into situations thinking we already know the answer. But this kind of self-righteousness makes us rigid, which sets us up for conflict and failure. We should really approach conversations by asking: What can I learn from you? But also, asking questions opens minds, hearts and doors. It shows people you care about them. They are far more likely to settle down, open up, and be more willing to coop- erate and collaborate with you. We all must work with people who may not have been our first choice. But when we master the art of shift- ing out of lower brain mode, we can end up having a great experience. We may be able to reach consensus, or find our own per- spective has changed, or even discover that someone we thought we didn’t like is a great partner. The more we prac- tice putting ourselves into upper brain, the more of a habit it becomes — and the more it benefits not only ourselves but everyone around us. C&IT DepositPhotos.com MICHAEL E. FRISINA, PHD, has authored more than 50 papers and published articles on leadership and organizational effectiveness. He is a contributing author to the Borden Institute’s highly acclaimed textbook series on military medicine. He is a visiting scholar at the Hastings Center in New York, a visiting fellow in medical humanities at the Medical College of Pennsylvania and a John C. Maxwell Top 100 Transformational Leader. The more we practice putting ourselves into upper brain, the more of a habit it becomes — and the more it benefits not only ourselves but everyone around us. TheMeetingMagazines.com | Corporate & Incentive Travel | April 2023 19Next >