Delivering long lasting impact from a Customer Experience Framework at Premier Inn

Room 2 | 3:15 pm - 3:45 pm | Thursday, May 4, 2023

Like many big businesses, our guests often have multiple touchpoints with us, from researching a future stay, to booking, to pre-stay, to the stay and sometimes post stay. These touchpoints are influenced and managed by different parts of our business. Whitbread, the owner of Premier Inn worked in partnership with Insites Consulting (now Human8) to develop and embed a customer experience framework which sought to understand customers’ emotions, influences, pain points and opportunities at every journey touchpoint. One year on from the work we are still seeing impact and we’d like to talk you through how we went about the research and what happened as a result of it.

Key takeaways:

  1. How to deliver a Customer Experience framework that covers the full customer journey.
  2. How to engage multiple stakeholders across the organization.
  3. How to keep the framework living and breathing.

Case Study Consumers Joint Presentation


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