Dialing Up Hospitality in the Call Center

Stephen Arnold

#call2loyaltyAgenda

• Hilton Overview

• Trending Topics

• Case Study

• 2016 & Beyond

#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

#call2loyaltyLegacy of Excellence

Hotel Association Conference in

New York City on November 5, 1954One 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.

#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

#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

#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

#call2loyalty

#call2loyaltyPhone as a Key Case Study

Technology advancements drive a need for friendly efficient service

#call2loyaltyFuture Vision

#call2loyaltyWhere we go from here?

Omni-channel

#call2loyalty

Stephen Arnold