How Hilton Grand Vacations Scales Customer Experience Across Nearly 200 Resorts

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I’m joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company’s global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX leadership really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free. Visit www.scayle.com to learn more Bookmarks: 00:00 – Introduction 04:30 – The Metrics That Matter: Real-Time Feedback Over NPS 05:48 – How Guest Sentiment Drives Daily CX Decisions 06:24 – Using AI to Improve Contact Center Quality and Customer Sentiment 08:05 – Predictive Planning with Member Data and Behavioral Insights 09:37 – Personalization and Experience Design for Modern Travelers 12:27 – Leading from the Floor: Why Presence Builds Trust 16:42 – Consistency, Loyalty, and Generational Member Retention 18:18 – Balancing Commercial Mindset with Member Value 19:48 – Walking the Experience: Real-World Insights from Property Visits 21:19 – Designing for the Next Generation of Hospitality Customers 23:00 – Why Passion and Adaptability Define Great CX Leadership 24:19 – Rapid Fire Questions with Derek De Salvia -- Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/ Visit her website here: https://blakemichellemorgan.com/