Checking In to Customer Journey Analytics: Hilton’s Evolution Story

In hospitality, exceptional guest experiences depend on seamless coordination behind the scenes. Data transformation is no different. Hilton’s transition from Adobe Analytics to Adobe Customer Journey Analytics and WebSDK wasn’t just a technical migration. It was an operational transformation across teams, processes, and expectations. Now in hindsight, the things that were most impactful were scalable documentation, a structured and repeatable project migration process, thoughtful expectation-setting, and evolving support models for a global organization. Delve into Hilton’s initiatives designed to address real business needs in real time and reinforce adoption during the transition.

Walk away with insights to guide your own migration, helping your teams feel supported, your stakeholders stay aligned, and your Customer Journey Analytics investment deliver meaningful value.
Key takeaways:

• How to build scalable documentation that supports long-term adoption
• A practical, repeatable project migration framework
• Strategies for managing expectations and supporting users through change

Technical Level: General Audience

Track: Analytics

Content Category: Case/Use Study

Audience : Business Analyst, Analyst, Marketer, Martech Professional