Accor
Employee Engagement and Experience
2015 - 2017
Within a large program of Digital Transformation and service delivery, AccorHotels asked for our help to enable hotels to reorganize themselves around today’s digitally enabled guest. Linking customer, staff and ecosystem viewpoints to new digital capabilities, we developed a toolkit for hotel managers to innovate locally and turn group-wide services into a competitive advantage.
In collaboration with Anne Landréat / humanside.
- Align various stakeholders on a shared idea of the group’s future in a rapidly changing hospitality field
- Learn from the field and establish feedback loops between the group and the field
- Turn digital capabilities into transformation with impact in the hotels
- To learn about the impact of digital on way hotels are managed, we combined field visits, interviews, desk research and data analysis
- In two Enterprise Design Sprints, we developed a common vision on AccorHotels’ digital future
- We supported the client with organizational change, talent and culture development roadmaps, models for future roles, tasks and management models
- A more human vision of digital transformation beyond tools and products shared group-wide
- Hotels use a website and toolkit to reinvent their organization around a digital guest experience, with worldwide pilots
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