See Yourself in the Customer Experience

“If I can see myself in a Hilton ad, it feels personalized. If it includes people of different colors, ages and genders, I’m creating a more inclusive experience.”

Erica Cary is Vice President of Product and Services at Hilton.  She has more than 18 years of experience in technology, client relationship management, and business development.  At Hilton, she’s responsible for creating digital experiences for both employees and guests.  In this episode, she talks about creating a relevant experience for a diverse workforce, making inclusive ads, and personalizing the experience by providing choice.

“We had to manage expectations when we made a change to the technology. People are going to kick and scream for at least a good 90 days. But then it usually calms down and people accept the change and they move on. And then if you still have some fussing after that, there’s probably an enhancement that needs to be made to the technology itself or the process of how it’s rolled out. It’s not actually the platform that’s causing the angst.”

• Consolidate platforms to minimize digital clutter. 
• Drive mobile-first technology to team members.
• Streamline and automate employee operations as much as possible. 

“Hospitality is about being of service. I believe that Hilton receives all the accolades and recognition because first and foremost, we are providing our team members a great digital employee experience. I’m a true believer that a happy employee surely equals a happy guest.”