#396: Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests

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Hilton is a leading global hospitality company with 24 world-class brands for all guests’ stay needs at over 7,800 properties across 126 countries and territories. Through acquisitions that allow for more destination choices, technology innovations that make processes easier for guests, and brand partnerships that offer guests and Hilton Honors members even more benefits and perks, Hilton has set the bar high for what it means to truly deliver an elevated customer experience.
As a hospitality brand, the goal is to make the stay better for guests in almost every corner of the world. This includes loyalty program design, enhancing the value proposition and loyalty redemption, and making travel more seamless and flexible for program members.
To learn about Hilton’s latest customer loyalty and experience efforts, Mark Johnson, CEO of Loyalty360, spoke with Brad Anderson, Vice President of Hilton Honors at Hilton. Anderson joined Hilton nearly eight years ago and leads the overall global strategy for the brand’s award-winning loyalty program, Hilton Honors, which now reaches more than 195 million members worldwide. Since joining the company, Anderson and his team have charted new courses for the program, achieving massive growth—almost 130 million new members.
In this interview, Anderson discusses the brand’s growing portfolio, establishing the right strategic partnerships, and speaking the language of Gen Z and Millennial travelers through digital innovation.

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1. #396: Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests (00:00:00)

2. Enhancing Customer Loyalty Through Partnerships (00:00:05)

3. Expanding Customer Loyalty Through Partnerships (00:07:05)

4. Hilton's Loyalty Program Expansion and Offerings (00:18:55)

5. Leaders in Customer Loyalty Series (00:26:28)