| | December 20208CIOReviewIN MY OPINIONBy Kathy Kilmer, SVP of Customer Relationship Management, Consumer Insights & Analytics, Wyndham Destinations [NYSE:WYND]PUSHING THE BOUNDARIES OF SALESFORCE CAPABILITIES TO PUT THE WORLD ON VACATIONWyndham Destinations' aspirations to extend and grow the brand beyond the traditional timeshare business isn't something the company could achieve without knowing our customers better and making it easier for our associates to do their jobs. Thanks to a new customer experience mindset, Wyndham Destinations increased consumer trust and delight. More insight and data on owners will also allow the company to better anticipate and plan for the future. This transformation revolutionized how Wyndham Destinations--and the timeshare industry ­ does business, making the customer experience seamless and customized, transcending any vacation ownership experience out there.A Salesforce transformation changed the way the company approached its offering, starting with handheld tablets to sign up for tours. This front-end interaction is crucial for sales, and ditching carbon copy paper for digital meant the time it took to book a tour was reduced by 70 percent, to just a few minutes. At the same time, Wyndham Destination employees were provided with the tools to do their jobs more easily.We worked with our business and technology teams, in partnership with PWC, to eliminate the friction of a paper process, use the power of personalized connection, and make the tour process less cumbersome for employees and buyers. This collaboration also built out robust data to create loyalty, spur repeat business, and open the door to a future beyond timeshares. The result is something the industry thought was impossible: digitize the business to make data and technology create an even stronger connection with the customer than what humans could do alone.A cultural change effort and an investment in the employee experience was customized for teams across the company, meeting employees where they were and bringing them into the new, digital culture. The payoff: a better and Kathy Kilmer
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