Travel & transportation

Carl Wilson: Data as a driver of organizational change

Carl Wilson is used to driving organizational change. As the executive vice president and CIO of Marriott for 14 years, he and his team pioneered the travel and leisure giant’s online reservation system, a project that initially met with resistance from some other c-level executives. That system now processes $8.6 billion worth of transactions every […]

Continue reading

Roger Liew: Staying agile, innovative and focused on the bottom line

Roger Liew is, first and foremost, a developer. His working life began on the Web, coding the Web presence of iconic brands such as Victoria’s Secret and cars.com. By 2000, he was working as a developer on the very well-funded startup, Orbitz.com. In fact, he was the first developer Orbitz hired, and he led the […]

Continue reading

Performance accelerator: New vocabulary

1. A CFO who instills a discipline of performance: using process, control and analytical rigor to drive transformation, innovation and growth What it means The CFO profession is evolving. When the financial crisis of 2008 hit, companies large and small leaned heavily on their finance leaders to shore up balance sheets, manage risk and preserve […]

Continue reading

Performance accelerator: Step-by-step

1. A CFO who instills a discipline of performance: using process, control and analytical rigor to drive transformation, innovation and growth Introduction The CFO profession is evolving. When the financial crisis of 2008 hit, companies large and small leaned heavily on their finance leaders to shore up balance sheets, manage risk and preserve capital. By […]

Continue reading

Tariq Shaukat: Finding —and persuading—persuadable customers

Operating 53 locations in seven countries under brands such as Harrah’s, Horseshoe, Planet Hollywood and Caesars Palace, Caesars Entertainment is one of the world’s largest casino and resort operators. CMO Tariq Shaukat oversees all aspects of customer relations, advertising and entertainment for the company while steering the gaming industry’s largest loyalty program, Total Rewards. At […]

Continue reading

Thomas Hund: Keeping the company nimble

BNSF Railway, formerly known as Burlington Northern Santa Fe, operates one of the largest railroad networks in North America with approximately 32,500 miles of track in 28 U.S. states and two Canadian provinces. The railway has a long history of mergers and acquisitions (involving 390 railroads over 150 years) and has faced a series of […]

Continue reading

Peter Cole: Marriott’s growth formula: data + a personal touch

Despite a tough business environment for the travel industry, Marriott International, which generates almost $12 billion in revenue in 74 countries under brands that range from The Ritz-Carlton to Residence Inn, has barely missed a step. Lately, the 86-year-old firm is in the middle of an aggressive expansion to add more than 600 new properties […]

Continue reading

Kevin Cai: The rise of the chief integration officer

China Eastern Airlines has experienced incredible growth over the last five years, doubling passenger load from 39 million to an expected 80 million in 2013. That type of expansion almost always brings growing pains, and China East Airlines is no different, according to Kevin Cai. He has completely refashioned the focus of his job from […]

Continue reading

Julie Cary: Data cuts both ways in the hospitality business

On the one hand, hoteliers have an enviable amount of customer data at their disposal—data that can be used to tailor customer service, drive repeat business and increase revenue. On the other hand, social media has ushered in a new level of transparency to the business, allowing dissatisfied customers to vent their frustrations in public […]

Continue reading

Chris Gabaldon: Ritz-Carlton ventures onto Facebook and into China

The rise of social media may be a global phenomenon, but that doesn’t mean one social media strategy is sufficient for all marketers. Chris Gabaldon, chief marketing officer for luxury hotelier Ritz-Carlton, explains how the company differentiates between Twitter and Facebook around the globe—and how to approach the most important emerging market of all, China. […]

Continue reading

Terry Jones: Building a loyal customer base in a digital world

The Internet has altered many industries over the last 20 years, but few have been more radically transformed than the travel business. Sixty percent of all travel purchases now happen online. Terry Jones has not just witnessed the evolution from up close; he’s been driving the change. From travel agent to marketing executive to CIO […]

Continue reading