The CX Evolution with Holiday Inn Club Vacations

There’s a universe where every employee has the insights, skills, and accountability to improve the guest experience. And Holiday Inn Club Vacations is thriving in that universe.

They’re connecting more than one million experience signals each year. And equipping teams with a shared language and a company-wide CX Certification Program.

And now, HICV is living the real-life manifestation of frontline to C-suite—with data and insights that actually drive change.

Because measurement is good. But transformation is gold.

Key learning takeaways:

• Building a Culture of Action: Learn how HICV empowered employees across the organization with the skills, tools, and accountability to turn customer insights into everyday action.
• Connecting Signals to Action: Discover how HICV unified experience signals into a shared view of the customer journey, enabling teams to identify opportunities faster and drive continuous improvement.
• Making Experience Transformation Operational: See how HICV embedded CX into the way the business operates through governance, shared ownership, and measurable business outcomes, moving beyond reporting to enterprise wide transformation.