Another Major IT Change Imminent
 

Hilton was due to switch the IT system they use to handle complaints (and compliments) last week. The change was delayed for a week, but no reason was given for the delay. It is now expected to happen during the week of My 20. This is a follow on to the Honors IT change that happened on November 1. Expect considerable disruption as every single agent and manager at Hilton is about to become a newbie when it comes to the system that handles complaints. And they will be switching from one of the few IT systems Hilton managed itself to Salesforce.

Elements of the November change are still unsettled (e.g. calculating progress toward Lifetime Diamond, and handling disputes over Honors issues, etc). Expect something similar. The irony, of course, is that people will be making complaints about the way their complaints are handled. Keep the popcorn handy.