Scaling Loyalty Through Personalization Maturity in Travel - S919

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  • Julie Hoffmann

    Julie Hoffmann

    Head of Industry Strategy & Marketing - Travel & Hospitality, Adobe Systems

  • Peggy Roe

    Peggy Roe

    Global Officer, Customer Experience, Loyalty and New Ventures, Marriott International


Personalization is an expectation of all consumers, and by 2024, 50% of hospitality organizations will implement AI-enabled software solutions to support it. Yet only 20% will successfully differentiate services by leveraging both data and AI/ML to scale. These data-driven organizations understand how systems can augment teams to fluidly deliver insights and deliver on loyalty. The transition from manual motions to automation to communicate with customers requires a transformation of people, processes, and tech. Hear how one travel brand is using data to accelerate experiences for its guests.
Learn about:

  • The state of personalization in travel research trends
  • The shift required to advance personalization maturity
  • How a travel brand is transforming personalization through data storytelling

Track: Analytics for Customer Journeys, Content Management for Personalized Experiences, Customer Data Management, Omnichannel Marketing and Optimization, Personalization at Scale

Session Type: Session

Technical Level: General Audience

Presentation Style: Thought Leadership

Audience Type: IT Executive, Marketing Executive, Commerce Executive, Operations/COO

Industry Focus: Travel & Hospitality

Business Type: B2C

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