Hilton Worldwide Holdings Inc (HWHI) – Digital Transformation Strategies

Pages: 22 Published: June 27, 2022 Report Code: GDDT0570ES

Hilton has been focusing on AI-led innovation as a part of its digital transformation strategies. The annual ICT spending of Hilton was estimated at $238.2 million in 2021. A major share of this spending is earmarked for acquiring consulting, ICT services and hardware from vendors. Hilton is a global hospitality company, it operates a chain of luxury and full-service hotels and resorts, extended-stay suites, and focused-service hotels.

The Hilton digital transformation strategies report will act as a reference point to understand a company/competitor’s digital strategy. It will also help in understanding the digital preparedness of the company against its peers. Information included in these reports are sourced from a mix of our very own internal database and authentic secondary research links such as company’s annual report, presentations, press releases etc. The report covers overview of the company, its digital transformation strategies, technology focus areas, technology initiatives, technology introductions, ICT spending among others.

Digital Transformation Strategies

Hilton has implemented AI, machine learning (ML), and advanced analytics in the form of AI-powered customer service, chatbot messaging, and data analytics to provide personalized guest experience. Hilton is using predictive analytics to identify and attract customers and analyze huge volumes of customer data to understand customers better and identify profitable customers. It is also using AI-enabled chatbots to inform guests on local tourist attractions, hotel features and amenities, and dining recommendations. For instance, Hilton introduced hotel concierge robot Connie, powered by Watson AI, in partnership with IBM, for better guest engagement.

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Hilton Technology Theme Focus

Hilton is utilizing number of emerging technologies including artificial intelligence, big data, and cloud to improve operational efficiency and enhance customer experience.

Hilton Technology Theme Focus

Hilton Technology Theme Focus

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Hilton Technology Initiatives

Hilton has been involved in several strategic technology partnerships and collaborations, technology developments and roll outs over the past few years. For instance, Hilton introduced Xiao Xi, an AI chatbot, to provide Hilton Honors members with a convenient travel advisory service. The solution launched as a part of Hilton digital innovation strategy, provides various travel-related questions including hotel information, local weather, Hilton Honors checking and promotion details. It also provides additional advice on travel and entertains guests throughout their journeys by offering smart suggestions.

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Hilton ICT Spend by Function

  • Communications
  • Data center
  • Network
  • Application
  • End-user computing
  • Service desk
  • Management

Hilton ICT Spend by Function

Hilton ICT Spend by Function

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Hilton ICT Spend by Channel

  • Internal development and maintenance
  • Technology vendors (direct)
  • Local resellers
  • Telcos
  • ICT services providers/Consulting firms
  • Specialist outsourcers
  • Systems integrators

Hilton ICT Spend by Channel

Hilton ICT Spend by Channel

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Hilton External ICT Spend by Segment

  • ICT services
  • Software (including Cloud SaaS)
  • Hardware (including Cloud Iaas)
  • Network and communications
  • Consulting
  • Others

Hilton External ICT Spend by Segment

Hilton External ICT Spend by Segment

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Hilton Digital Transformation Strategies Overview

Total ICT Spending 2021 $238.2 million
ICT Spend by Function Communications, Data Center, Network, Application, End-User Computing, Service Desk, and Management
ICT Spend by Channel Internal Development and Maintenance, Technology Vendors (Direct), Local Resellers, Telcos, ICT Services Providers/Consulting Firms, Specialist Outsourcers, and Systems integrators
External ICT Spend by Segment ICT services, Software (including Cloud SaaS), Hardware (including Cloud Iaas), Network and communications, Consulting, and Others
Technology Theme Focus Artificial Intelligence, Big Data, and Cloud

This report provides:

  • Insight into Hilton’s technology activities.
  • Insights of its digital transformation strategies and technology center & innovation program.
  • Overview of technology initiatives covering product launches, and partnerships.
  • Insights on each technology initiative including technology theme, objective, and benefits.
  • Details of estimated ICT budgets and major ICT contracts.

Reasons to Buy

  • Gain insights into Hilton’s technology operations.
  • Gain insights into its technology strategies and innovation initiatives.
  • Gain insights into its technology themes under focus.
  • Gain insights into its various product launches, and partnerships.

Key Players

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Table of Contents

Table of Contents


Digital Transformation Strategy

Accelerators, Other Innovation Programs

Technology Focus

Technology Initiatives

Partnership Network Map

ICT Budgets

Key Executives

About GlobalData

Frequently Asked Questions

The annual ICT spending of Hilton was estimated at $238.2 million in 2021.

The key ICT spending categories by function for Hilton are communications, data center, network, application, end-user computing, service desk, and management.

The key ICT spending categories by channel for Hilton are internal development and maintenance, technology vendors (direct), local resellers, telcos, ICT services providers/consulting firms, specialist outsourcers, and systems integrators.

The key external ICT spending categories by segment for Hilton are ICT services, software (including cloud SaaS), hardware (including cloud IaaS), network and communications, consulting, and others.

The key technological theme in focus for Hilton are artificial intelligence, big data, and cloud.


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