client success stories

Transforming the Employee Communication Experience for the World’s Leading Hospitality Platform

A holistic approach to internal communications: delivering the right information to the right employees at the right time

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Industry:

Travel and Hospitality

Project Type:

Internal communication strategy and integrated research design

Challenge
Reimagining communication across over 200 offices worldwide

With more than 20,000 employees spread across over 200 offices worldwide, one of the world’s largest Fortune 500 travel companies was having problems with their internal communications. Having amassed multiple acquisitions, they were operating in siloed and fragmented divisions that did little for creating and maintaining an open culture. They needed to reimagine their whole approach to organizational communication, making it effective and accessible for all employees across the board.

Of course, that’s easier said than done. With a multitude of different communication channels in an ‘always on’ world, our client’s employees were overwhelmed (and disengaged) by the organization’s internal communication systems. The development of a flexible, cross-channel, internal communication strategy, which accounted for multiple types of devices, platforms and contexts made a crucial contribution to their success.

Approach
Transforming company culture

Zoreza Global’s design and innovation arm, Smashing Ideas, aimed to discover how the client could optimize their organizational communication systems and incorporate the needs of a modern workforce.

Our client’s internal communications ecosystem is focused on delivering pertinent information to general employee audiences. However, transforming a company’s culture - the beliefs, values and behaviors of employees - is never easy. But basing their internal communication tactics on a shared understanding of values, employee insights and metrics did the trick for Smashing Ideas.

Solution
Meeting needs with interview-led strategy

Smashing drew upon employee focus groups, stakeholder interviews and market research to develop distinct employee archetypes, each with their own unique needs, pains and goals. This led to the formulation of the “Future State of Internal Communications Plan,” a strategic roadmap, best practices for each communication channel and recommendations on when to use each channel (based on intent).

With the right flexible tools, methods and processes, Smashing Ideas laid the groundwork for our client’s in-house team and executives to establish an employee-centric mindset, building a scalable, connected environment and improving internal communication.

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Result
Improving internal communication tools to meet the standards of the modern employee

As a result of this project, our client gained the following benefits:

  • The employee experience is now transparent and empowers people to share their stories, creating a sense of belonging.
  • Our adaptive approach goes beyond digital channels, providing consistency, personalization, and utilizes data to tailor experiences and strategies.
  • Now, information is easy to find and encourages exploration by highlighting surprising facts and practical insights.
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