Current Situation
There are disconnected actions and interactions due to customer data management issues, broken workflows, and process latencies. Mishandled and underutilized customer touch points leave customers disappointed and selling and servicing opportunities unrealized. Hospitality organizations are underserved with offerings of customer data platforms, resulting in fragmented profiles of guests/travelers.
Goals and Objectives
Manage all customer-facing applications, associates, and digital processes with next best action guidance along the customer journey on a mobile-first platform that delivers predictive and prescriptive analytics, real-time data, process and workflow automation, and content realization to achieve CRM and loyalty objectives with consistent, comprehensive customer profiles.
Technology Deployed
CRM, loyalty, AI, analytics, mobile devices, tablets, digital screens, IoT, CMS, campaign management, customer data platforms (CDP), and DMP
Use Case Summary
Optimized customer profiles will enhance CX and achieve CRM and loyalty program goals (e.g., lifetime value and increased retention) through consistently contextual and relevant interactions in the stream of life leveraging consumer mobile digital screens, supported by a network that processes, mines, and analyzes a broad spectrum of real- and near-real-time data through the customer journey.