From Service to Experience: The Hospitality Shift w/ Antonia Hock

In a business environment where customer expectations evolve faster than ever, organizations are being challenged to move beyond basic service delivery to create holistic, emotionally resonant experiences.

Join us as we welcome Antonia Hock, President & Founder of The AHA Group, to explore the powerful convergence of service, experience, and hospitality—and why understanding the distinction between these often-conflated concepts is critical for organizations aiming to deliver transformational value. We’ll offer cross-industry lessons that B2B companies can learn from the consumer and hospitality sectors, as well as a practical framework for organizations seeking to evolve from transactional service providers to relationship-centric experience leaders.

Antonia Hock is a globally recognized customer experience designer, luxury innovator, and transformation leader who has driven over 200+ high-impact initiatives across industries. She is the former Global Head of The Ritz-Carlton Leadership Center and has held executive roles at Microsoft, HP, and Siemens, where she led major transformation efforts for Fortune 100 clients. Known for creating groundbreaking experience models and IP adopted by top global brands, Antonia blends deep cross-industry expertise with a passion for delivering unmatched customer journeys, sustainable strategies, and results that endure.