This episode features an interview with Erica Cary, Vice President of Product and Services at Hilton.  Erica has more than 18 years of experience in technology, client relationship management, and business development.  At Hilton, she’s responsible for creating digital experiences for both employees and guests.  In this episode, she talks about creating a relevant experience for a diverse workforce, making inclusive ads, and personalizing the experience by providing choice.

3 Takeaways

• Consolidate platforms to minimize digital clutter.
• Drive mobile-first technology to team members.
• Streamline and automate employee operations as much as possible.

Key Quotes

• “Hospitality is about being of service. I believe that Hilton receives all the accolades and recognition because first and foremost, we are providing our team members a great digital employee experience. I'm a true believer that a happy employee surely equals a happy guest.”
• “We had to manage expectations when we made a change to the technology. People are going to kick and scream for at least a good 90 days. But then it usually calms down and people accept the change and they move on. And then if you still have some fussing after that, there’s probably an enhancement that needs to be made to the technology itself or the process of how it's rolled out. It's not actually the platform that's causing the angst.”
• “If I’m watching a Hilton ad showing scenarios of people on vacation, if I can't see myself in that dreaming experience, it does not feel personalized. But if it includes different people of different colors, different ages, different genders, I'm inherently creating this more personalized experience in an inclusive manner."

Thanks to our friends

This episode of Cruising Altitude is brought to you by SocialChorus. SocialChorus is the creator of FirstUp, the platform that makes the digital employee experience work for every worker. FirstUp brings personalized information and systems access to every employee, everywhere.

No matter whether they're wired, distributed, or on the front line. That's how we help Amazon, AB InBev, GSK, and many others stay agile and keep transforming. Learn more at socialchorus.com

Find Erica on LinkedIn