Jonathon has been with Hilton for over 10 years in business technology roles. For much of his career, working on projects that design, build or implement revenue management systems. Jonathon took over CRM three years ago with the goal of expanding optimization, data-driven marketing and personalization across the customer journey and in all customer channels. TDD: Hilton collects a lot of guest, hotel and ephemeral data. What challenges do you face in utilizing this data? JW: We are very fortunate in that our guests are willing to engage with our brands more than ever. We are able to find out about our guests’ preferences before, during and even after a stay. In return, our guests expect the most personalized experience possible. Delivering a consistent, timely, and relevant experience for every one of our guests is one of our biggest opportunities and one that we will continue to focus on as we continue on this personalization journey. Get the full story at Travel Data Daily