For Wyndham Hotels & Resorts, one of the world’s largest hospitality companies, creating more connected guest experiences across more than 20 global brands meant continuing to modernize its analytics foundation. As guest journeys become more dynamic and customer expectations continue to rise, Wyndham expanded from Adobe Analytics to Adobe Customer Journey Analytics (CJA), bringing cross-channel data together within Adobe Experience Platform (AEP) to better understand the end-to-end guest journey and activate insights across teams.
Like many enterprises, Wyndham approached this evolution with a focus on preserving continuity with existing data investments while accelerating time-to-value. By leveraging Adobe Experience Platform alongside Quantum Metric, an Adobe Gold Technology Partner, Wyndham was able to streamline key aspects of its Customer Journey Analytics rollout and move faster from implementation to actionable insights. Adobe provided the cross-channel journey data foundation, while Quantum Metric contributed additional behavioral context to help teams better understand key moments within the customer experience.
A practical path to Customer Journey Analytics.
Customer Journey Analytics implementations can vary depending on an organization’s data maturity, governance requirements, and existing architecture. For Wyndham, the priority was to extend analytics capabilities beyond traditional reporting while minimizing disruption and maintaining alignment with trusted Adobe data structures.
Using the Quantum Metric AEP Connector and Adobe Web SDK, Wyndham was able to prepare and send data to the Adobe Experience Platform without rebuilding its tagging framework or introducing new manual ETL processes. This helped reduce engineering lift while preserving continuity with existing Adobe data structures. It also allowed Wyndham to build on its existing Adobe data model while enriching it with deeper behavioral, technical, and experience signals.
Bringing more context to the journey.
As part of the rollout, Adobe Experience Platform and Quantum Metric helped simplify several common steps associated with standing up Customer Journey Analytics.
Quantum Metric automatically captured a broad range of behavioral, technical, and business signals, while giving Wyndham the flexibility to add custom attributes without requiring significant additional engineering effort. Those signals were then prepared and mapped into Adobe XDM schemas using Wyndham’s existing, trusted data layer. Structured data is streamed into Adobe Experience Platform and Customer Journey Analytics through the Adobe Web SDK, helping the team avoid unnecessary rework and supporting a more efficient path to activation.
This approach gave Wyndham a stronger foundation for understanding guest journeys across channels. High-value behavioral signals, including errors, performance issues, and friction indicators, became available within Customer Journey Analytics dashboards, with the ability to investigate further in Quantum Metric for deeper diagnostic insights.
Faster insight across teams and channels.
With Customer Journey Analytics connected through Adobe Experience Platform and enriched by Quantum Metric, Wyndham can now bring together behavioral, performance, and business data to better understand not just what guests do, but also why they do it.
The rollout helped Wyndham accelerate time-to-value, moving from implementation to actionable insights in approximately 45 days. Reuse of existing Adobe data structures reduced developer dependency and avoided unnecessary rework, while additional domains and flows were brought online without materially extending timelines.
The result is broader visibility across marketing, product, analytics, and technology teams, all working from a more unified view of the guest journey. Once available in Adobe Experience Platform, these enriched signals can also support activation across Adobe Experience Cloud applications, helping teams drive more relevant personalization, segmentation, and optimization efforts across channels.
Building more connected guest experiences.
By combining Adobe Experience Platform, Customer Journey Analytics, and Quantum Metric, Wyndham has established a more agile and collaborative analytics model — one that supports faster learning, clearer decision-making, and more connected guest experiences.
“Adobe’s partnership with Quantum Metric helps brands like Wyndham evolve their analytics foundations,” said Alex Richards, Regional Vice President of Partnerships at Quantum Metric. “By combining the scale of Adobe Experience Platform with Quantum Metric’s experience and friction signals, organizations can gain a more complete understanding of customer journeys and deliver more relevant experiences across touchpoints.”
“Leveraging layered digital solutions can create complexity,” added Michael Shiwdin. “However, with the unified view of the digital journey, we can leverage these insights to truly drive a more seamless guest journey.”
As hospitality brands continue to raise the bar for digital experiences, Wyndham’s approach shows how a strong data and journey foundation can help teams move faster, work more efficiently, and better understand the moments that matter most to guests.
Alex Richards is the Regional Vice President of Partnerships at Quantum Metric, where he leads global ecosystem strategy across systems integrators, consulting partners, agencies, and technology alliances. With over a decade of experience in strategic partnerships and go-to-market execution, Alex specializes in bridging the gap between raw data and human experience. He works closely with Adobe field teams and solution partners to help enterprise customers move beyond traditional analytics to capture the "why" behind every customer interaction.
Alex’s work focuses on the integration of Quantum Metric’s unique datasets into broader digital ecosystems, particularly within the Adobe CX Enterprise. By helping organizations translate complex behavioral signals into prioritized technical fixes and automated workflows, he enables brands to move from siloed, legacy reporting to sophisticated, journey-based measurement. His expertise is instrumental in initiatives involving Adobe Customer Journey Analytics (CJA) and Adobe Experience Platform (AEP), ensuring teams can operationalize data to drive immediate business outcomes.
Known for building scalable enablement systems, Alex has led global initiatives that help consulting teams deliver faster time-to-value and stronger platform adoption. A recognized industry voice on ecosystem-led growth, he was named one of the Top 50 Partnerships Executives to Watch (2025) and a GTM Leader to Follow (2026). Alex is a Salesforce Certified Administrator, a Project Management Professional (PMP), and an active member of the Customer Experience Professionals Association (CXPA) and the Partnership Leaders community.
