Personalization at scale

Winning new market shares for the big travel brands is not easy.

For this reason, we try to capitalise on the customer base experience acquired through important investments in fidelity and branding to maximize conversions.

Marriott Bonvoy, Accor Live Limitless, Best Western Rewards® are just some of the best-known big hotel chain programmes; while Booking.com leads the most advanced challenge on digital personalisation between OTAs with Genius and the control of multiple moments of the trip.

We need to know these programmes better and try to understand how the scenarios are changing. What opportunities exist for the single hotel?