Gartner Research

Customer-Centric Delivery Model (Hilton)

Published: 05 August 2018

ID: G00700641

Analyst(s): Applications Research Team

Summary

To focus delivery team efforts on activities that most benefit the customer experience, Hilton’s applications leaders create integrated business-IT product lines, promote shared accountability for customer outcomes and use customer experience data to inform prioritization decisions.

Table Of Contents

Overview

Solution Highlights

Challenge

Business Context

Solution

1. Create Product Lines that Align to Key Phases of the Customer Journey

2. Identify Customer-Centric Delivery Metrics

3. Enable Data-Driven Decisions

4. Promote Shared Accountability for Customer Experience Outcomes

Results

Recommendations

About This Research

Recommended by the Authors

Presentation Deck

Endnote

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client