Tuesday | 11:30 AM - 12:30 PM | Case Studies Track

SESSION TITLE

Using Business Rules to Transform Customer Experience at Starwood Vacation Ownership

SPEAKER(s):

Ian Cole Vice President of Strategic Technology Starwood Vacation Ownership

MAIN FOCUS OF PRESENTATION: Business & IT

FAMILIARITY WITH SUBJECT: Some

ABOUT THIS SESSION:

This presentation discusses how the Vacation Ownership industry is experiencing double-digit growth, with no signs of slowing. To meet these rapid market changes and grow its business, Starwood Vacation Ownership required a solution with power and agility.

• Learn how Starwood is transforming customer experience with Pegasystems
• Hear about Starwood’s projects and lessons learned
• Understand Starwood’s resource development and support approach
• Explore Starwood’s next steps for enabling web self-service and call center reservations



ABOUT THE SPEAKER(s):

Ian Cole has been the Vice President of Strategic Technology for Starwood Vacation Ownership (SVO) since 2005. He is responsible for aligning business and technology strategies as well as identifying and implementing new technologies across the company. He oversees teams responsible for Software Development, Web Technology, Technology Project Management and Enterprise Information Management. Since Mr. Cole joined SVO in 1998 he has been a part of the leadership team that transitioned the company from a small public company to a key division of Starwood Hotels and Resorts.

A member of the Hospitality and Finance Technology Professionals (HFTP), Mr. Cole was named the 2008 Certified Hospitality Technology Professional (CHTP) of the Year. As Chairman of the American Resort Developers Association (ARDA) Technology Forum, he often speaks on technology topics within the Vacation Ownership industry. He is also frequently asked to speak on topics such as IT Organizational Design and Leadership, Enterprise Information Management (EIM), Business Process Management (BPM) and Customer Relationship Management (CRM).