Lenati Case Study: Hilton Worldwide Customer-Centricity Strategy

Hilton has a long history of successful hotel portfolio management across 12 brands, with deep cultural expertise in hotel operations and financial management. With a rapidly shifting travel and hospitality industry landscape however, Hilton required an enterprise-wide customer-centric lens on the business.

Lenati’s approach included development of a strategic customer framework and analysis of Hilton opportunities and requirements by segment. Lenati helped pilot and launch an operational management dashboard with an effective governance process. Within weeks, the dashboard was running and Lenati facilitated executive level working sessions to ensure leaders could take full advantage of this new view of the business.

As a result, Lenati has helped Hilton proactively pursue new opportunities to acquire, engage and retain their most valuable customers while better integrating strategic customer initiatives across the enterprise.

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