Client: Hospitality company operating 180+ locations with $400M annual revenue
Challenge: Executive team had clear vision for AI-enhanced customer experience. Operations team was struggling to execute basic automation. Marketing wanted personalization, operations needed reliability, technology team was managing legacy systems. Innovation and implementation operated in different worlds—five previous “transformation” initiatives had stalled.
What We Did: Brought executive and operational leadership into same room with same information for first time. Conducted reality-check on AI roadmap—identified where AI created genuine value vs. expensive theater. Built change management approach that aligned cross-functional teams on shared definition of success.
Outcome:
- • Executive team and operations aligned on practical 18-month roadmap
- • Eliminated 3 of 7 proposed AI initiatives (saved $2M+ in vendor costs)
- • Cross-functional implementation team launched with clear ownership
- • First phase operational in 6 months vs. typical 18-month timeline
Services Used: AI Strategy Workshops, Customer Experience Strategy, Change Management Advisory
