Case Study: a major hospitality company accelerates customer service onboarding with Gnowbe

Major Hospitality Company - Customer Case Study

A major hospitality company partnered with Gnowbe to improve onboarding for its millennial customer service employees. With more than 20 million guests a year, 12,000 staff, high turnover, and frequent new hires, the company needed a faster, more cost-efficient way to train young part-time workers, capture their attention, and turn training into better customer service.

Gnowbe delivered a mobile-first microlearning solution as part of a blended learning program, with curated interactive journeys featuring videos, quizzes, reflections, and social learning. The approach increased engagement to 8x higher than traditional e-learning, drove 90% positive user feedback, and gave 75% of users confidence to apply what they learned. It also reduced onboarding time from a few weeks to a few days, with the customer aiming to raise satisfaction from 95% to 97% using Gnowbe.