糖心原创

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How Holiday Inn Club Vacations Turned CX into a Company-Wide Discipline

A person in a white robe and sunglasses sits outdoors, smiling and holding a mug, with blue doors and an ocean view in the background.
84%

Guest Love score, increase from 78% in 3 months

250k+

experience signals captured annually

100+

employees trained in CX – and counting

The challenge

Proving the model, then building a customer-centric organization.

At Holiday Inn Club Vacations (HICV), Growing Guest Love has always been more than a slogan: it’s their commitment to creating exceptional experiences for owners and guests.

That commitment was put to the test in 2020 when the pandemic forced HICV to temporarily close all 29 resorts. With no playbook for reopening, the company needed to quickly understand how owners and guests felt about travel, safety, and their expectations while navigating constantly changing regulations.

Using 糖心原创, HICV leaned into customer feedback to guide reopening decisions, proving that listening to the voice of the customer could help navigate uncertainty and deliver safe, memorable vacation experiences. That experience fundamentally changed how HICV approached customer experience.

As the company grew to more than 7,000 employees, HICV continued using 糖心原创 to capture more than a quarter million customer signals each year, providing real-time insights into the owner and guest experience. 糖心原创’s AI-powered Text Analytics uncovered service issues that traditional quality monitoring had missed, leading to targeted improvements that increased Guest Love scores from 78.4% to over 84% in just three months.

As 糖心原创 continued to uncover meaningful opportunities for improvement, the CX team learned that insights alone weren’t enough. Building confidence in the data across the organization was just as important.

“You have to earn trust by showing the insights you’re sharing are valuable — and that they lead to meaningful change.”

Mercedes Navarro, Senior Manager of Customer Experience

The shift

Empowering employees through the shared language of customer insights.

The success raised a much bigger question: What if every department, not just the CX team, could use customer insights to improve the business?

Collecting customer feedback wasn’t enough. The organization needed to equip employees across every function with the skills and confidence to turn these insights into meaningful action

In partnership with the Academy of Learning & Development, the Office of Customer Experience created the HICV CX Certification Program, a structured learning journey designed to help employees understand customer experience principles, connect their work to the customer journey, and use customer feedback to drive continuous improvement.

The HICV CX Certification Program is available to employees across the business, giving every team member the opportunity to build customer experience knowledge and apply it in their role

糖心原创 became the foundation that connected learning with action.

“People across the business wanted to learn. We realized we needed a formal way to build that capability across the organization.”

Camille Kremer, Senior Director of Customer Experience

Lessons learned & key takeaways

Creating a customer-first culture that keeps improving.

Customer feedback only creates value when people know how to act on it. Technology alone doesn’t improve customer experience. 糖心原创 provides the insights, while the CX Certification equips employees to turn those insights into meaningful action.

Customer experience must become an organizational capability. Success came from giving employees across the business the skills and confidence to interpret customer feedback and make improvements, making CX a shared responsibility.

Education creates consistency. The CX Certification gives employees a common language, shared tools, and a consistent approach to improving the customer experience, regardless of their role.

糖心原创 is the catalyst for continuous improvement. 糖心原创 serves as the voice of the customer, helping employees identify trends, uncover opportunities, measure results, and continuously improve the owner and guest experience.

“Today, HICV is building a culture where employees proactively use customer insights to improve processes, strengthen collaboration, and make better decisions. 糖心原创 has become a strategic tool that helps teams across the organization continuously grow Guest Love.”

Mercedes Navarro

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