How Hilton Worldwide became a customer experience leader

Hilton is an award-winning leader in the hospitality industry with its customer experience and insights program.

How did Hilton win? The whole company, from the C-suite to the frontline, is engaged! Over 54,000 employees regularly engage with real-time customer feedback. Hilton focuses on continuously turning insights into action to better serve its guests.

Hilton uses Medallia to:

• Empower over 54,000 active Medallia users, across 4,000+ properties in 90 countries, with real-time guest feedback and actionable insights
• Link guest loyalty to revenue: one Hilton brand found that promoters return more than three times more frequently and spend over 58% more than detractors
• Test innovative practices and offerings to determine where to make investments