TrueView helps the world’s leading brands capture, track, and analyze what matters most when it comes to customer experience and brand health. With seamless data capture, dynamic reporting, and proven performance improvement solutions, TrueView gives your frontline teams the tools they need to fulfill the promise of your brand. www2.deloitte.com/us/en/pages/risk/solutions/lra-a-deloit…ml?id=us:2sm:3ss:trueview:awa:adv:103118

1. TrueView
Delivering a data-driven
customer experience

2. Welcome to the world of TrueView
Are you interested in a world where customer experience data delivers
a complete picture, where frontline teams have the tools to experience
what customers experience—and where the data drives operational
performance and strengthens brand health?
With TrueView, you can make this a reality. As the TrueView team, we want
to give you a glimpse into our world. We invite you to sit back, relax, and
take the TrueView tour when you’re ready.
We’re headed off to help clients transition into the world, where what
gets measured gets done, and we’d would love to hear from you.
Waiting for our worlds to collide,
Scott, Rick, Brett and Jonathan
%
LRA Hotel (56/43/89)

3. Now you have to deliver.
What’s much harder is managing the thousands of touchpoints that define
customer experience for the millions of people you serve. That’s where
TrueView delivers impact you can measure.
TrueView helps the world’s leading brands capture, track, and analyze what
matters most when it comes to customer experience and brand health.
With seamless data capture, dynamic reporting, and proven performance
improvement solutions, TrueView gives your frontline teams the tools they
need to fulfill the promise of your brand.
If you’re a seasoned
business leader, you know
what your customers want.
That’s the easy part.

4. Putting TrueView to work.
TrueView is a performance management
platform that helps improve brand health.
It merges data about internal operating performance and external
customer sentiment to paint a comprehensive view of how customers
experience your brands.
The TrueView platform spans data collection, aggregation, integration,
reporting, and analysis across all the touchpoints and brand interactions
you want to track.
The result?
A simple and effective performance management process
that teams can actually use to drive improvements.

5. Data management
TrueView aggregates and collects customer experience
and operating data into a single, centralized repository.
Optimized for mobile devices, TrueView lets you manage
data collection on a smart phone or tablet using inputs
such as checklists, surveys, photography, and more.
Client portal
A landing page for all things TrueView, the configurable
client portal provides end users with the tools they need
to succeed. Create your own assessments, complete
self-inspections, review data through a customizable
dashboard—all this and more to provide your team with
actionable insights to manage brand performance.
Assessments
With TrueView, you can easily create your own assessments
using our customizable inspection checklists. Unit managers
can even generate their own self-inspections. Data from
self-assessments can be easily integrated into dashboards
and other reporting components for a complete picture
of your organization’s front-line performance.
Action plans
Management Action Plans are created to track problem
resolution, including corporate approval, as units work
through deficient items. Managers can access resources
and leading practices related to specific deficiencies
in order to accomplish immediate resolution.
Waivers
With variances in operations by brand, region, and property
type, individual checklists can be customized by location
to request exemptions from core standards and allow
for known variations and accurate data collection.
Reporting
Custom reporting enables leaders to generate role-based
reports, leveraging single sign-on authentication and multi-
channel distribution capabilities. Reports can include
advanced analytics on demand, integrating external data
sources, complex analytics, and cognitive computing.
A look inside TrueView.

6. TrueView in action. TrueView was created in collaboration with some of the world’s
leading brands to give decision-makers and managers practical
tools to improve performance. Unlike traditional customer
experience measurement and analytical tools, TrueView combines
consolidated reporting across customer and operating metrics
with a management action planning workflow.
Data integration
Client data, including KPIs
and customer satisfaction
metrics
External data, including
social media and market
share tracking
A centralized archive
of current standards
to promote consistent
communication and
execution
Dynamic reporting
Customized snapshots of
field performance to drive
focus and action
Drill-down capability to
generate ad hoc reports
and supporting graphs in
real-time
Searchable online
repository of unit-level
imagery
Management action
Interactive tools to
help frontline users
manage remediation
in collaboration with
corporate stakeholders
Self-assessment capabilities
for “mini-evaluations” to
reinforce performance
expectations
Corporate-recommended
resources and leading
practices linked directly to
performance gaps

7. Dynamic reporting
for the way teams work.
There are few things worse than reports that don’t get used. TrueView
enables insights and action with a reporting platform that is customizable
at the role level, authenticated for easy access, and delivered in real-
time. Users also have the ability to filter, search, and drill down on
key components. It all adds up to reports that frontline managers will
appreciate and use:
Executive dashboard
Business unit ranking
Performance trending
Standards compliance
Geo-located photography
Operational priorities
Leading practices
Remediation cycle time
The power behind TrueView
reporting is an advanced analytics
engine that users can engage on
demand. The engine integrates
internal data and external data with
cognitive tools and automation, so
you can focus on the information you
want in exactly the way you need.
Managers can use TrueView data for
any level of analysis, from information
about team performance all the way
up to aggregated information across
properties and brands. Reports can
be delivered through the TrueView
platform, or by leveraging technology
you already have in place.

8. Powering your data collection
and integration needs.
Executives in most industries have
many different options for tracking
customer experience and brand health.
Some might say too many.
With such a broad range of solutions available, it’s no wonder some
companies have trouble making sense of it all.
TrueView solves your data challenges with a scalable platform that
integrates real-time mobile data capture, social media feeds, market share
data, and your own repository of performance standards. So instead of
struggling with data complexities, our clients spend their time measuring
customer experiences and turning data into actionable insights.

9. The shortest distance
between data collection and
performance improvement.
Delays between uncovering lapses in quality and taking remedial actions
can mean lost customers and damaged relationships. If problems persist,
they can become harder and harder to repair.
That’s why TrueView focuses on
compressing the cycle between
problem discovery and intervention.
With mobile data capture, cloud integration, and automated
communications, TrueView facilitates ongoing communication among
stakeholders at all levels of your organization, enabling them to identify
problems faster, understand potential solutions, and take the most
appropriate action more quickly.

10. Contact us
Scott Rosenfelder
Managing Director
Risk Intelligence
Deloitte & Touche LLP
srosenfelder@deloitte.com
Rick Reilly
VP, Strategy & Research
Risk Intelligence
Deloitte & Touche LLP
rireilly@deloitte.com
Brett Rubin
AVP, Product Management
Risk Intelligence
Deloitte & Touche LLP
brettrubin@deloitte.com
Jonathan Emanuele
VP, Product Management
Risk Intelligence
Deloitte & Touche LLP
jemanuele@deloitte.com

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