This report explores the customer experience management strategies of Hilton Hotel, including market segmentation, understanding customer needs and preferences, and optimizing customer touch points. It discusses how Hilton Hotel uses individual characteristics for market segmentation, customer behaviors and attitudes to build brand loyalty and trust, and factors that drive customer engagement. The report also includes a customer experience map charting the customer journey model and discusses how Hilton Hotel optimizes each customer touch point. The case study focuses on the hospitality sector and uses Hilton Hotel as an example.