As a reservation sales manager at Hilton Worldwide, Jean Adams works with service employees to train and coach for better customer outcomes. At Call to Loyalty 2016, Jean shares with us some unique strategies and tools that Hilton has put in place to drive more emotionally connected and loyal customers.

1. HAPPY TOGETHER:
The Analytics Answer to a More Engaged Workforce
Mattersight Call to Loyalty
October 12, 2016
Jean Adams, Hilton Worldwide

2. 9/22/2016
Hilton At-A-Glance
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Hilton is a leading global hospitality company, spanning the lodging sector from luxury and
full-service hotels and resorts to extended stay suites and focused service hotels. The company’s
Portfolio includes thirteen world-class global brands and an award-winning customer loyalty program,
Hilton Honors
GLOBAL STATS
775,866 Rooms*
4,726 Hotels*
104 Countries & Territories
*figures include timeshare properties

3. 3
Hilton At-A-Glance

4. 4
Hilton At-A-Glance
Cont.

5. Our Vision, Mission & Values
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Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon
of innovation, quality, and success.

6. Hilton Reservations & Customer Care (HRCC)
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Hilton Reservations & Customer Care (HRCC) handles reservations across
the entire Hilton Worldwide portfolio. HRCC covers every major continent
and language throughout the world!
A Global Network
• Over 3,000 highly skilled customer service
professionals
• Award-winning customer service is available to
guests, and potential guests, 24 hours a day, seven
days a week.
Superior Customer Service
• Team members fluent in 10 languages
• Annually servicing over 34 million guest
• Focus on revenue optimization and customer
service differentiation

7. Service is About People (Who are Emotional Creatures)
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8. 8
How Hilton Became an Loyalty Leader
Situation
Competitive
hospitality market
New pressure
from sharing
economy
Opportunity
Increase agent
efficiency
Lower costs
Form a genuine
connection with
customers
Action
Create dynamic
partnership
between agent &
supervisor
Train supervisors
to quickly identify
coaching
opportunities
Results
Boost in
Reservations
Happier
Customers
Higher Employee
Engagement

9. Hilton Delivers a Personal Touch with Mattersight
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↑ Optimizing the agent-customer conversation w/ personality
↑ Understanding behaviors that make agents successful
↑ Monitoring customer events, trends and patterns
↑ Customizing linguistic events to our business
↑ Reporting on hundreds of linguistic and behavioral events
↑ Supporting our mission to enhance the guest experience
“We Deliver Personalized Solutions That Inspire A Passion For Travel”

10. Evolution of Our Service Roadmap with Mattersight
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• Focused on sales
conversions via
linguistics events:
• Engagement
• Upsell/Cross sell
• Negotiation
August ‘15
• Focused on sales
conversions via
linguistics events:
– Engagement
– Discovery
– Advocating
– Positivity
August ‘16
• We started with
customized
linguistic events
• We ended with
customized guest
experiences
• All powered by
personality!
Net Impact

11. A Revolutionary Way to Coach…
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 Visually “paint” every call
 Quickly find coachable calls
 Quick visualization of the content of the call
 Agents can self select calls
 Leverage personality for optimization
 Supervisors can provide feedback
 Agent can hear the call independently
 Repository of coaching sessions

12. … That Employees Love
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“I am able to review my team’s calls
in a couple of days
with Mattersight. With our previous tool it
would have taken me over a week!"
“All I see is dollar signs in time
saved coaching. From now on, my Supervisors
can’t say that it’s difficult for them to find
good coaching calls – the information is all
right there.”
“My agents are so gung-ho, I can’t keep them
out of it. Every time the phones are dead the
agents are like
‘can I log into Mattersight?’”
"It saves me so much time because
it’s so easy to find calls that are good coaching
examples – I’m not sure how I’d do it if I didn’t
have this information.”

13. Powering Service Through an Authentic Bond
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Customer Employee

14. Q&A
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