Our guest, Laura Hess, is an experience strategist and founder of Rouleaux. After exploring 500 immersive productions, she created the Remarkable 2025 report — a weighted evaluation rubric that measures emotional resonance, exchange, magic, and engrossing moments that leave a lasting imprint. In this conversation, she shares how luxury hospitality can adopt non-transactional touchpoints, sensory design, and playful facilitation to create transformative guest journeys.

Also featuring:

• Susie Arnett – Transformational Concierge; Editor and Director of Wellness Programming, Six Senses

• Sharon Hirschowitz – Head of Communications, International Luxury Hotel Association

  
  

In this episode:

• Translating immersive entertainment principles to hospitality: from sensory signatures to “crossing the threshold” rituals.

• The Hermès “unshoppable event” — an experience offered purely as a cultural gift.

• Play, agency, and human-centered design in check-ins, spa experiences, and departure rituals.

• When technology supports storytelling — and when it isolates.

  
  

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