Case Study: Hilton achieves customer experience leadership and 58% higher guest spend with Medallia

How Hilton Worldwide became a customer experience leader

Hilton partnered with Medallia to scale its customer experience program across a global hotel portfolio. Facing the challenge of turning guest feedback into consistent action at scale, Hilton needed a real‑time system that could engage employees from the C‑suite to the frontline across thousands of properties; it implemented Medallia’s experience-management platform to collect and surface actionable guest insights.

Using Medallia, Hilton empowered over 54,000 active users across 4,000+ properties in 90 countries to act on real-time feedback, test new practices, and link loyalty to revenue. The program drove measurable impact: promoters return more than three times as often and spend over 58% more than detractors, helping Hilton become a recognized leader in customer experience with clear revenue and engagement gains thanks to Medallia.

Hilton