The Ritz-Carlton Leadership Center designs and delivers Customer Experience strategies that drive competitive advantage for some of the biggest brands in the world. We offer engagements that are at the forefront of customer experience innovation, encompassing benchmarking, strategy and customer journey design.

Brands across industries are facing a demanding, fast-changing landscape that requires strategies to capture, captivate and ultimately sustain and nurture customer relationships. Our award-winning consulting methodology delivers groundbreaking results in customer loyalty and engagement.

The Ritz-Carlton Leadership Center Customer Experience practice delivers engagements that cross all areas of CX strategy and implementation:

  • Customer experience benchmarking and current state discovery
  • Customer experience strategy design
  • Organization transformation focused on creating customer-centricity
  • Customer journey mapping and design, focused on curated and specialized experiences
  • Omni-channel design that leverages the best practices of The Ritz-Carlton Hotel Company
  • Sustainability strategy and implementation focused on creating enduring service excellence
  • Customer Experience implementation across all industries

Our clients have consistently won awards, gained market share, and created customer-centric innovation that drives engagement. The Ritz-Carlton Leadership Center’s methodology delivers full life-cycle customer experience design and implementation that delights customers and creates competitive differentiation.


Valori Borland
Practice Director

As a trusted advisor with The Ritz-Carlton Leadership Center, Valori Borland brings over three decades of experience with The Ritz-Carlton Hotel Company to create exceptional experiences with clients worldwide.
Throughout Valori’s time with the brand, she has played an integral role in the global expansion and openings of over 60 Hotels, Destination Clubs and Residences in 20 different countries across Asia/Pacific, Europe, Middle East, North America and Russia. Her experience implementing The Ritz-Carlton Culture and brand standards in new countries and continents has benefited many clients as they look to grow and expand into new markets.

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