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September 04, 2018
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Hilton – Becoming More Data Centric for a Better Customer Experience

We’ve just published our most recent customer video! This video gives a look at how Hilton is becoming a more data centric organization to better serve its customers.

Hilton is an American multinational hospitality company, founded in 1919 and headquartered in Tysons Corner, Virginia. Currently, its portfolio includes 5,500 hotels across 110 countries. Hilton has 14 brands across different market segments including economy, luxury, and full-service hotels.

The traditional model at Hilton involved multiple data warehouses across different technologies. This meant data was very siloed and inconsistent for the organization. It soon became clear that there was a need to become a more data centric organization to better serve customers.

Gaining a Clearer Picture

The focus was on using data analytics to gain a 360 degree view of each customer, including reservations data, profile data, and details on how they use amenities of the hotel. Gaining these insights allows Hilton to know its customers better and in turn, deliver more value to them. This results in more repeated visits and happier guests.

Hilton is now leveraging a modern data architecture of Hortonworks Data Platform and Hortonworks Data Flow, running on a private cloud in Amazon Web Services. This enables the organization to gain valuable insights from data at rest and data in motion.

The framework that Hilton has built is leading to unlimited opportunities, including the ability to do inline pricing on the fly rather than in batch mode. An example of this would be when the location of the Super Bowl is announced, within seconds the area surrounding the venue is completely reserved. Hilton now can look at the velocity and do the pricing on the fly, whether the events are planned or unplanned.

“You put all the pieces in one framework, one umbrella, I think the opportunities are unlimited. We are very serious about it and we truly believe that Hortonworks will help us achieve our end goal.” -Sudhir Menon, VP – Information Management Group, Hilton.

Hilton’s success clearly show that the better an organization knows its customers, the more effective it can be in filling their needs.

For more customer use cases, visit: https://hortonworks.com/customers

 

 

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