Wyndham —

Agentic AI Transformation

AI | CUSTOMER EXPERIENCE | GLOBAL SCALE

Cutting 30-day workflows down to hours with agentic AI. Read full story here.

Scope
Designer + Engagement Manager leading PwC’s collaboration with Wyndham to embed AI agents into critical workflows.

Duration
Multi-phase global engagement

Year
2024

Backstory

Wyndham Hotels & Resorts manages more than 9,300 properties across five global regions. With such scale came a pressing challenge: brand standards were inconsistent, duplicative, and scattered across regions. Updates were tracked manually through Word documents, creating time-intensive workflows, delays, and compliance risks. Legacy systems also made it difficult for franchisees to access the right standards at the right time

As Engagement Manager and Experience Lead, I partnered with a cross-functional PwC and Wyndham team to design a future-ready solution. Our mission was clear: streamline complexity, restore consistency, and create an intelligent, scalable framework for standards management that would empower franchisees and corporate teams alike.

The Opportunity

Legacy workflows were manual, slow, and fragmented:

  • Brand standards reviews could take up to 30 days.

  • Support call handling times were long, affecting both franchise owners and guest satisfaction.

Wyndham needed to:

  • Accelerate workflows and reduce operational bottlenecks.

  • Ensure global consistency at scale.

  • Deliver measurable efficiency while enhancing customer and franchisee experiences.

Our user research identified five key personas — from Change Requestors and Brand Standard Authors to Content Approvers, Franchisees, and Quality Control managers. Each role struggled with inefficiencies caused by fragmented workflows and outdated tools.

The stakes were high: without a modernized approach, Wyndham risked slowed growth, operational silos, and costly inconsistencies across its brands.

The Vision

The Solution

To bring this vision to life, we leveraged Salesforce Experience Cloud, Salesforce Core, Flows, and Prompt Builder:

  • Consolidating Standards: Migrated 30+ scattered records into a single global standard with only 3–8 regional/brand variations, saving 40–80 hours per process.

  • AI-Powered Change Requests: Automated workflows streamlined approvals, reducing review times by 94%.

  • Monitoring Health of Standards: Real-time dashboards gave visibility into compliance, adoption, and risks.

  • Unified Franchisee Platform: A centralized portal allowed easy access to tailored standards and improved usability.

  • On-Site QA Compliance: Standards linked directly to waivers and QA forms, streamlining documentation.

Lessons Learned

Conclusion

Looking forward, Wyndham plans to:

  • Maintain a rigorous testing culture as AI evolves.

  • Expand Einstein AI use cases across new business processes.

  • Position this program as a benchmark for AI-powered transformation.

  • Continue upskilling teams to stay at the cutting edge

The Wyndham engagement stretched me as both a designer and manager of engagement — balancing technical innovation, human-centered design, and measurable business outcomes.

The result is a scalable AI solution that not only transformed how Wyndham manages brand standards, but also set a new bar for AI in hospitality.