Matt Kaplan Email & Phone Number

• Delivered AI and no-code automation solutions to SMBs and mid-sized businesses across diverse sectors, including law firms, real estate, and mortgage companies, enabling streamlined workflows and reducing manual processes.• Developed AI-powered proof-of-concepts tailored to clients’ top pain points and bottlenecks, transforming manual tasks into efficient automated workflows.• Implemented SaaS tools like Cassidy AI, creating agentic workflows, addressing use cases such as customer support email automation (with human-in-the-loop), and streamlining competitive intelligence analysis processes.• Advised clients on AI adoption strategies, helping businesses confidently identify their AI and automation starting points while unlocking measurable value.

Windsor, Berkshire, Gb

• Spearheaded product management initiatives for the next-generation of MeetingBroker, including roadmap development, 1000Meetings Channel activations, Channel audits, training content overhaul, and continuous discovery efforts• Developed prioritization framework for content strategy, driving experimentation efforts with cutting edge AI-driven video training tools that provide in-language solutions designed to bolster user adoption and drive user efficiency and customer satisfaction with the new product• Led support for end-customer and channel "escalations", turning end-customer challenges into opportunities for significant product and process improvements• Led Quality assurance end-to-end testing in collaboration with technology partner, Amadeus, for new channel integrations including 1000Meetings (in the China region)

Dublin 2, Ie

Responsible for product discovery and framing, roadmapping, requirements definition, and value prioritization; maximizing lean product outcomes for internal program initiatives and enterprise clients alike. Served as “Voice of the business” among creative, functional and technical thought leaders specialized in building custom cloud-native solutions.

San Francisco, Ca, Us

Windsor, Berkshire, Gb

Built strong reputation for delivering impactful and customer-centric web and mobile products, driving loyalty among IHG’s 100+M Rewards Club members, and contributing to the $2B in yearly direct channel revenue (Web + app). Selected accomplishments include: • Led delivery of IHG’s first ever Digital Enhancements Team (near-shore delivery model) aligned to satisfy speed-to-market solutions across web and app initiatives• Led the following IHG App initiatives tied to the digital guest experience, and driving channel loyalty among app users: Mobile Check-In, Stay Preferences, and Room Service Ordering• Partnered with BazaarVoice in delivering Guest Reviews (from verified guests), which led to a 4% increase in conversion from users who interacted with guest reviews • Delivered online platform (and MVP) for IHG Business Rewards members to manage their events online, contributing to 28% growth of the program within first 3 months• Delivered “One Click Registration”, accounting for a 43% increase in campaign registration by removing “sign in” barriers from verified email addresses• Led CCPA and GDPR initiative to ensure data privacy operations abide by the legal framework set forth by California and EU privacy laws respectively• Partnered with Kibo in launching IHG’s first-ever Hotel Recommendations engine• Led 3CI integration which enabled SMS functionality (globally) desktop-to-mobile (accounting for a 10% jump in new app downloads following the release)

Windsor, Berkshire, Gb

Supported the Holiday Inn Product manager in prioritizing, communicating, and measuring performance of web-based initiatives to continuously improve and drive revenue through the direct web channel. Leverage Voice of the Customer analysis to drive enhancement ideas, identify defects, and gain rapport with online users. Manage the reporting of new web enhancements, track success, and communicate results to DRM stakeholders. Selected Accomplishments:• Developed and successfully managed a defect log of over 125 live-site tickets• Collaborated with User Experience and Global Interactive Marketing (GIM) and created a Functionality Guide used to identify and define merchandising opportunities on HolidayInn.com and HolidayInnExpress.com• Ramped up IHG’s Voice of the Customer program, leveraging Opinionlab responses, not just to identify web trends, defects and enhancement opportunities, but also to initiate customer service responses that drive loyalty

Atlanta, Ga, Us

Responsible for UPS’s International Air portfolio analysis and performance tracking; in support of online and communications strategy. Positioned UPS International services as an integral component of synchronized global logistics, uncovering new UPS competitive advantages (primarily with time-in-transit operations); insights informed key messaging for the Advantage UPS campaign

Alpharetta, Ga, Us

In partnership with Business Development: Set up domestic air freight pricing contracts focused on client margin analysis and rationalization; leveraged Spanish speaking skills to drive favorable contracts between U.S. and Latin America