Hilton SMS Messaging
SMS-based welcome experience from the property, combining helpful information with compliance-friendly opt-out language.
Hi! I'm Emily!
Data-driven and creative content designer with over 5 years of writing experience in relation to content marketing, strategy, and communications. Advanced experience building a content strategy to provide strong support experiences that reach target audiences and engage users.
A little bit about me.
Hi! I'm Emily Fleming, a content designer with deep experience in chatbot and support strategy. My background spans multiple content disciplines—from digital marketing and technical writing to IVR and UX writing—giving me a broad perspective on how content supports both users and business objectives. I bring a strategic lens to every project, making sure the content not only works, but works well across channels and contexts.
Chat Bot Content In Action
Alight IVA
401(k) response dynamically tailored to each user, with contextual next steps to support the journey.
Alight IVA
Tailored welcome message shown at IVA launch, designed to surface relevant features and guide the user’s first step.
Alight IVA
IVA response to a tax-related question, using clarifying prompts to understand intent and route the user effectively.
Hilton Digital Assistant
Compact, conversational delivery of Hilton Honors benefits—optimized for clarity on a small screen.
Hilton Digital Assistant
Automated welcome message delivered at check-in, designed to feel like a personal note from the front desk.
Hilton Digital Assistant
Welcome flow designed to surface common guest needs and offer quick access to relevant support paths.
Content Deliverable Portfolio
News & Noteworthy
Hilton Expands On‑Property Messaging In Response to Changing Traveler Communication Preferences
McLEAN, Va. – Late check-out request. Extra pillows. Wine glasses. Replacement toothbrush. Just send a text. To support the growing need for frictionless travel and introduce easier ways for guests to engage with hotel teams, Hilton is expanding its mobile messaging platform to its more than 7,000 Hilton properties worldwide by the end of 2024. The system, developed in partnership with Kipsu, the industry-leader in real-time engagement, will enable messaging via the Hilton Honors app, SMS, Whats...
HR TECHNOLOGY SURVEY
Photo by Andrea Piacquadio on Pexels
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New! Call Center Service for BTR Clients
Kate Taylor Promoted to President and COO Benefit Technology Resources™ (BTR) is pleased to announce the promotion of Kate Taylor to President and COO. Kate has served as Vice-President through
Visual Content & Social Design
SCP GAMEDAY (Instagram Story)
https://www.instagram.com/p/DGOKYeBOBdT/
https://www.instagram.com/p/DGOKYeBOBdT/
Stanton Blue Devils Baseball on : "Back at it at the @walkoffcharities Classic! Blue Devils face off against the Englewood Rams ⏰ 1 PM 📍 San Souci Baseball Park"
87 likes, 1 comments - scpbaseball on February 18, 2023: "Back at it at the @walkoffcharities Classic!
Blue Devils face off against the Englewood Rams
..."
Blue Devils face off against the Englewood Rams
..."
04.09.21 04.09.21
Stanton Blue Devils Baseball on : "Round 2. #GatewayConference vs Mandarin ⏰ 7:00 pm 📍 Mandarin HS"
59 likes, 2 comments - scpbaseball on April 18, 2023: "Round 2. #GatewayConference
vs Mandarin
⏰ 7:00 pm
📍 Mandarin HS"
vs Mandarin
⏰ 7:00 pm
📍 Mandarin HS"
Announcing BTR Virtual Summit 2021!
BTR Summit 2021 is going #virtual again!Join us for the BTR Virtual Summit General Session on June 23, 2021 at 1 pm ET! We'll be conducting smaller forum ses...
BTR Bites | A Conversation with Whitney Gaskins
And we're back! Today we're bringing you a #BTRBites video - an interview off market with Whitney Gaskins, Assistant Dean of Inclusive Excellence and Communi...