Ana Brant is a leading global expert in the science of luxury service. She calls it the ethos of experience. Her purpose is making it happen. Ana enables luxury industry leaders to deliver the ethos of experience in ways that are authentic to each brand. That’s why she fits right in as the Director, Global Guest Experience & Innovation at Dorchester Collection (DC) —a luxury brand of “iconic hotels in iconic places.” With her 10+ years’ luxury brand experience and leadership, the DC’s guest experience index increased by 22% worldwide.
A strategist by trade, Ana starts with the relentless pursuit of relevant customer insights; validates them with the brand promise to determine fit; then builds the organizational requirements, talent engagement plan and implementation strategy. Unafraid to ruffle feathers, she routinely disrupts incremental change, engaging risk-takers, outsiders and rising stars in a swift journey from egocentric to customer-centric cultures.
Ana Brant’s pioneering has set new standards in the customer experience discipline. In 2015 Dorchester Collection was honored by the UK Customer Experience Awards for developing the top customer strategy in the industry and for being among the top two product launch leaders in the field, introducing a new “Loving the Customer” strategy. 2015 also brought Dorchester Collection the Engagement & Loyalty Award for best Customer Engagement Program in the world. Company’s performance was recently honored by the Lloyds Bank National Business Awards, which has named Dorchester Collection as the finalist in the customer focus category.
Brant’s innovations in customer experience led to articles in the Harvard Business Review and speaking engagements at Harvard University, SciencesPo, École Hôtelière de Lausanne, The Malcolm Baldrige Awards & the Cornell Hospitality Research Summit.
Ana holds a Bachelor’s of Science in Hotel & Resort Management and a Master’s of Science in Service Leadership & Innovation, both from the Rochester Institute of Technology in New York. At Cornell University she earned executive certifications in Strategic Leadership, Customer-Focused Product & Service Design, and Project Leadership. At Stanford University she earned the Innovation & Entrepreneurship Certificate.
Native of Croatia, Ana holds dual US/EU citizenship. Based in Los Angeles she splits her time between North America and Europe. No matter where she is, her strategy for turning discerning customers into raving fans springs from this: Service without context means nothing; context is what turns service into an experience!