Featured Customer Story

How Hilton is Revolutionizing Customer Experiences with a Unified Data Strategy

Elevating Customer Experience with Data-Driven Decisions

Hilton is a global hospitality leader serving over 200 million guests annually at 8,500+ properties worldwide. Learn how the hotel leader harnesses the power of its data to drive brand performance, manage commercial performance, and create customer loyalty.

“We empower customer-centric innovation with the superior data and analytics environment we built with Strategy. In simple ways, we've brought best-in-class data access that cuts across our whole product portfolio and global teams to drive decisions that create a better guest experience.”

Jess Petitt
Senior Vice President of Commercial Strategy, Insights & Analytics, Hilton

Democratizing Data for Actionable Insights

Hilton's global operations are fueled by deep insights about customer experiences and preferences—from booking patterns to room occupancy. Hilton’s objective was to democratize that data and consolidate dozens of legacy BI and reporting systems into one centralized reporting hub.

By leveraging customer insights, Hilton aimed to deliver even faster, more accurate services to loyal customers across the world.

Powering Innovation with Consistent, Governed Insights

The Hilton Reporting Hub offered a modern, centralized reporting solution with custom dashboards, performance optimization, and user behavior tracking. Consolidating multiple legacy platforms and reporting systems into a single source of truth, it eliminated redundancy and ensured consistent, reliable data.

It delivered accurate, governed insights to the right users—powering decisions on service utilization, room customization, and more—to ensure exceptional guest experiences.

“We've been able to build on our strong analytics foundation in incredible ways to get a deeper understanding of customer wants, needs, and preferences.”

Becky Polebaum
Vice President of Enterprise & Customer Analytics, Hilton

Hilton: Leveraging Data to Transform Customer Experiences

Hear how Hilton harnesses the power of data and utilizes analytics to inform all levels of their commercial strategy—creating a "phygital” experience that spans every customer interaction.

See how 100 years of innovation have enabled Hilton to leverage customer insights and create a transformative customer experience—from physical connections to digital channels.

Learn how the Hilton Reporting Hub (HRH) delivered real-time impact during Hilton's rapid response to the LA wildfires, culminating in 20,000 hotel room nights donated to impacted families.

Explore how the Hilton Reporting Hub (HRH) drives the global hospitality leader's enterprise data strategy, enabling faster, smarter decisions across global organizations.

Discover the Hilton Reporting Hub (HRH), a modern, centralized reporting platform that delivers key data insights to enhance global operations—from top-level strategy to hotel-level performance.

Witness Hilton's innovative journey: from establishing a unified data strategy to deploying the platform to a corporate, property, and above-property audience.

Connect your property’s data, predict guest needs, and elevate customer satisfaction.

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