Gartner Research

Customer-Centric Delivery Model (Hilton)

Published: 05 August 2018

ID: G00700641

Analyst(s): Applications Research Team


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


Solution Highlights


Business Context


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



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