The global hospitality brand wanted to embrace both its employees and digital tools to increase customer-centricity
Accor Hotels wanted to leverage the power of the right digital solutions to empower its employees around the globe to put customers at the heart of the business.
We started by analyzing existing channels and digital environments before developing a customized internal digital platform that would fit with legacy systems and infrastructure. The Customer Experience Community (CXC) was designed to engage staff and encourage them to actively share their experiences, ideas and best practices and provide an environment for collaboration. It also featured a social media listening tool to stimulate debate and generate content creation among members.
Within a year of going live, Accor’s online reputation was significantly enhanced as employees delivered easy-to-share experiences for guests, while employee satisfaction and engagement also rose as a result of greater inclusion and latitude to catalog their ideas and understanding.