Overview

Hilton Grand Vacations (HGV) has been a leader in the vacation ownership industry since 1992, offering an upscale collection of properties in premier destinations across the United States, Europe, and the Asia Pacific. Known for their exceptional customer experiences, HGV sought to extend their legacy of excellence to their digital platforms.

Challenge

Enhancing Digital Flexibility

After 25 years of redefining vacation ownership, HGV needed to modernize their online presence. They aimed to deliver an engaging, personalized, and seamless digital experience that would mirror the luxury and sophistication of their physical properties. Key goals included:

• Personalization: Using customer insights to tailor digital interactions.
• Scalability: Ensuring the platform could handle high traffic and support future growth.
• Integration: Streamlining customer relationship management, lead generation, and digital asset management tools.

Solution

A Customized Digital Transformation

HGV partnered with XCentium for a multi-phased transformation project, creating a newly designed website powered by Sitecore. Key features of the solution included:

• Advanced Personalization: Implemented xDB and GeoIP within Sitecore to tailor content and experiences based on user behavior and location.
• Google Integrations: Integrated Google Analytics, Maps, and Tag Manager for actionable insights and enhanced user interactions.
• Secure and Scalable Hosting: Streamlined Azure Pipelines provided a reliable and scalable cloud hosting solution.
• Seamless CRM and Lead Management: Integrated custom Salesforce forms and Aprimo to optimize lead generation, customer support, and digital asset management.
• Efficient Data Processing: Validated quality leads via the HGV CRM and Axiom Datastore, with secure payment processing through the Elavon Secure Payment Portal.

Outcome

Booking Vacations Anytime, Anywhere

Post-launch, two critical business workflows were redesigned to drive success:

1. Simplified Checkout: The checkout flow was streamlined into just three steps, reducing friction and improving the user experience.
2. Enhanced Retargeting: A flexible retargeting engine was implemented to re-engage users who abandoned their purchase journey, increasing conversions.

Additionally, the new website is fully optimized for SEO, leveraging tagging, schema, breadcrumbs, Open Graph support, and more. By utilizing xDB customization rules, the platform significantly improved the viability of online vacation package sales.

The revamp has resulted in the HGV team spending less time, money, and resources while maximizing ROI. HGV is now equipped with a digital platform that supports their mission of delivering luxurious, memorable vacations from anywhere, anytime.