Case Study: Hilton achieves real-time guest experience insights with Qualtrics

Making the stay with real-time insights

Hilton partnered with Qualtrics to modernize how it listens to guests and responds to feedback across the stay journey. Using Qualtrics XM for Customer Experience and Kipsu messaging, Hilton needed a better way to capture real-time concerns from customers before, during, and after their stay and address issues while guests were still on property.

Qualtrics helped Hilton centralize feedback from messaging, surveys, and other channels into the Stay Experience Platform, enabling AI-driven analysis of sentiment and pain points. The solution helped Hilton uncover that towel quantity and quality were hurting the guest experience, leading to a new company-wide towel program that improved customer experience while remaining cost-efficient for hotels.

Hilton

Becky Polebaum

Vice President of Enterprise and Customer Analytics