Hilton Embraces a ‘Millennial Mindset’ to Meet Customer Expectations - eMarketer

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eMarketer Interview

Hilton Embraces a ‘Millennial Mindset’ to Meet Customer Expectations

Preview from eMarketer PRO

An interview with

Mark Weinstein

Senior Vice President, Customer Experience, Engagement, Loyalty and Partnerships, Hilton Worldwide

Interview summary

It’s no secret that millennials have high standards for customer experience, especially as companies like Amazon and Starbucks continue to raise the bar. The hospitality space is no exception, and industry veteran Hilton Worldwide has had to transform its business in numerous ways to keep up and thrive. Mark Weinstein, Hilton’s senior vice president of customer experience, engagement, loyalty and partnerships, spoke with eMarketer’s Maria Minsker about how the company tackles change by thinking like a millennial.


eMarketer: What does the phrase “digital transformation” mean to Hilton?

Mark Weinstein: Digital technology is transforming our ability to make the guest experience more seamless and effortless. It has transformed how our team members interact with our guests and the insights that empower our team members. Digital technology has enabled us to create exceptional experiences and bring to life the hospitality we have always envisioned delivering.