Coaching Transformation: How a Hospitality Company Adopted the Product Model

Christian sits down with Anuar Chapur and Gabrielle Bufrem to recount how they transformed Palace Resorts, a Mexico-based hospitality company with 15,000 employees and more than 6,000 rooms across seven countries. Together, they unpack the cultural shifts, mindset changes, and problem-solving approaches that helped a hospitality company start thinking and operating like a tech company.
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Today’s discussion unpacks:
• How transformation drove 5x higher conversion rates and millions in cost savings  
• Concrete examples of how the company worked before and after transforming
• The role of coaching, trust building, team topology, and pilot teams
• The biggest challenges on the transformation journey
• Advice for anyone considering or undergoing transformation
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References:
• Changing How You Solve Problems: https://www.svpg.com/changing-how-you-solve-problems/
• SVPG’s Transformation Series: https://www.svpg.com/transformation-series/
• Transformation Defined: https://www.svpg.com/transformation-defined/
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Where to find Palace Resorts
• Company website: https://www.thepalacecompany.com/es
• Instagram: https://www.instagram.com/palaceresorts/
• Resorts website: https://www.palaceresorts.com/
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Where to find SVPG:
• SVPG’s newest book, TRANSFORMED: https://www.svpg.com/books/transformed-moving-to-the-product-operating-model/
• Other books: https://www.svpg.com/books/
• Articles: https://www.svpg.com/articles/
• Workshops: https://www.svpg.com/workshops/
• Videos: https://www.svpg.com/videos/
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Where to find Anuar Chapur:
• LinkedIn: https://www.linkedin.com/in/anuar-chapur/
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Where to find Gabrielle Bufrem:
• Website: https://www.gabriellebufrem.com/
• LinkedIn: https://www.linkedin.com/in/gabriellebufrem/
• Newsletter: https://theproductleaderinsider.substack.com/
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Where to find Christian Idiodi:
• LinkedIn: https://www.linkedin.com/in/cidiodi/
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Timestamps:
(00:00) Intro
(00:55) The company before transformation
(06:24) Bringing in a coach and building trust
(09:49) Gabrielle’s initial assessment
(11:20) Setting up a pilot team
(16:44) Problem discovery and problem solving
(18:26) Measuring success
(21:19) Using data to inform decisions and build trust
(23:12) An example of the product-mindset shift
(27:18) Changing team topology
(30:42) Biggest challenges on the transformation journey
(35:02) The results of transformation
(39:07) Advice for anyone going through a transformation
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Disclaimer:
While this podcast is named “Product Therapy”, it is not hosted by licensed therapists or mental health professionals, and it is in no way a substitute for professional mental health services. We recognize the importance of mental well-being and encourage anyone facing personal difficulties to seek support from qualified professionals. See https://findahelpline.com/
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Production:
Production by ⁠supermix.io