happy together - the analytics answer to a more engaged workforce
TRANSCRIPT
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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