Case Study: HGEM
Digital strategy to improve guest experience
HGEM work with over 5,000 hospitality brands (restaurants, pubs, hotels and caterers) internationally, helping them match guest experience to brand promise through insight and data driven apps to engage, measure and improve staff performance in the hospitality sector.
HGEM wanted to improve their digital learning offering to help their hospitality clients ‘improve’ the guest experience in addition to measuring it. As such they needed a digital strategy to ensure that this was delivered as part of their product offering.
The process
Leading the product team, Learn Fox Founder Laura Lee-Gibbs helped define HGEM’s product roadmap incorporating data driven apps to engage, measure and improve staff performance in the hospitality sector. As part of this she then scoped, designed and implemented a suite of digital resources that HGEM could offer to their clients that matched the operational framework and could be available via their app.
These included a series of bitesize videos, elearning modules and job aides. The process involved working with subject matter experts within the business, instructional and learning design of learning material into interactive formats, project management, selection and management of 3rd party suppliers.
“Laura helped establish our business case for the content and continually made the process easy for us, directing the project, finding and engaging a 3rd party supplier to produce the videos and managing the relationship and review process with them from start to finish.”
David Pepper | Associate Director of Hospitality Culture | HGEM
Outcomes
A defined product road map and suite of resources, as well as the facilitation of an ongoing partnership and collaboration between HGEM and Learning Pool. HGEM now have a more mature offering for their hospitality clients incorporating more digital learning content to help them close the gaps between the intended and actual guest experience.
“Laura’s ability to facilitate discussions without being overbearing and to inject creative solutions at the right point, and her general organisational skills and can-do approach are factors that led to the success of this and other projects.”
Steven Pike | Managing Director | HGEM
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