Hilton has over 4,400 hotels worldwide and call centers with over 3,000 agents who handle guest assistance, reservations, and their loyalty program. Hilton has partnered with Mattersight since 2012 to analyze call center data and agent interactions to improve customer experience. Mattersight's technology mines multi-channel data in real time to surface trending topics and contextualize insights to trigger workflows. This helps Hilton's customer care leaders gain insights into trends to review and address issues.

1. Dialing Up Hospitality in the Call Center
Stephen Arnold

2. #call2loyaltyAgenda
• Hilton Overview
• Trending Topics
• Case Study
• 2016 & Beyond

3. #call2loyaltyHilton Overview
• 12 Worldwide Brands in over 97 Countries Worldwide
• Over 4,400 Hotels
• Call Centers Over 3000 Agents Worldwide
• Guest Assistance
• Reservations
• Hilton HHonors
• 2015 Gold Award for Consumer Experience
• 2015 Hilton Worldwide Most Reputable Company
• 2015 JD Power Award – Hotel Loyalty/Rewards Program

4. #call2loyaltyLegacy of Excellence
Hotel Association Conference in
New York City on November 5, 1954
One upon a time, darkness and cold filled the world.
Then one day, Prometheus decided to steal fire from
the gods and bring it to earth. Lines of men, women
and children waited, stretched from the highest
mountaintop to the ends of the earth, ready to receive
the flame — and pass it on. Suddenly came a flash of
lightning, and the first torch of the nearest man was afire.
Quickly the flame passed from hand to hand. From one
flame came ten, from a hundred came a thousand, from
city to city, country to country, until light and warmth filled
the earth. That is the story of our industry. As hotel men
and women, it is our responsibility to fill the earth with
the light and warmth of hospitality.

5. #call2loyaltyHilton Mattersight Partnership
December 2012
• Mattersight Behavioral
Analytics installed into
guest assistance with
150 agents
• Realized 38 seconds
decrease in hold/silence
and AHT decrease of
18 seconds via
coaching and Heatmaps
September 2014
• Added desktop
analytics, CSAT, and
First Call Resolution
to Heatmap to drive
insight into agent
process and
customer experience
August 2015
• Pilot for Hilton
reservations focus
on sales conversions
via linguistics events:
engagement,
upsell/cross sell,
and sales negotiation
time via coaching

6. #call2loyaltyTrending Topic Solution
 Mines multichannel data in real time
 Contextualizes data with customer/external data feeds
 Analyzes data and surfaces topics
 Trends topics over time and contextualizes dimensions
 Triggers workflows in system and through open APIs
 Drives business action through alerts and reporting

7. #call2loyaltyTrending Topic Value
Surface the “Voice of the Customer” automatically from multiple channels
and trigger workflows with contextualized content and ability to drill deeper
As leader of Customer Care, I want to have insights into trends, so I can review and kick
off necessary workflows with partner teams.
“Unlock Room” on high value calls
“Storm” on SW US state calls
“Double Points” on high distress calls
Trend Surfaced
Mattersight Portal
Email Alerts
Salesforce
Trend Reviewed
Notify Product Team of app issue
Push notification to guests in SW US
Notify Ops of marketing campaign
Workflow Kicked Off

8. #call2loyalty

9. #call2loyaltyPhone as a Key Case Study
Technology advancements drive a need for friendly efficient service

10. #call2loyaltyFuture Vision

11. #call2loyaltyWhere we go from here?
Omni-channel

12. #call2loyalty
Stephen Arnold