PPB November 2020

INNOVATE 12 QUESTION: SEEING EYE TO EYE 16 MARKETING STRIKE THE page 30 Service Superheroes When companies put the right people on the front lines, an exceptional and memorable customer experience can be a reality—even during a pandemic. page 16 When The Going Gets Comfortable With widespread changes to the travel and hospitality industry, more end users are slipping into their sweats and heading to nearby destinations. BublikHaus / silvae / Shutterstock.com. Photo illustration by SPARK Publications. RIGHT TONE | NOVEMBER 2020 | 11