HAPPY TOGETHER:The Analytics Answer to a More Engaged Workforce

Mattersight Call to Loyalty

October 12, 2016

Jean Adams, Hilton Worldwide

9/22/2016

Hilton At-A-Glance

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Hilton is a leading global hospitality company, spanning the lodging sector from luxury andfull-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 STATS775,866 Rooms*4,726 Hotels*104 Countries & Territories

*figures include timeshare properties

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Hilton At-A-Glance

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Hilton At-A-GlanceCont.

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Our Vision, Mission & Values 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.

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Hilton Reservations & Customer Care (HRCC)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

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Service is About People (Who are Emotional Creatures)

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How Hilton Became an Loyalty Leader

SituationCompetitive hospitality market

New pressure from sharing economy

OpportunityIncrease agent efficiency

Lower costs

Form a genuine connection with customers

ActionCreate dynamic partnership between agent & supervisor

Train supervisors to quickly identify coaching opportunities

ResultsBoost in Reservations

Happier Customers

Higher Employee Engagement

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Hilton Delivers a Personal Touch with Mattersight

↑ 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”

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Evolution of Our Service Roadmap with Mattersight

• 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

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A Revolutionary Way to Coach…

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

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… That Employees Love

“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.”

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Powering Service Through an Authentic Bond

Customer Employee

Q&A

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