Personalized Experiences and Loyalty in Travel & Dining - S751

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  • Julie Hoffmann

    Julie Hoffmann

    Global Director Industry Strategy - Travel, Hospitality & Dining, Adobe

  • Michelle Cascone

    Michelle Cascone

    Director, Marketing Orchestration & Workflow Automation, Marriott International


In an era where change is constant and your competition is a click away, gaining consumers’ loyalty is an ever-increasing challenge. The year of 2022 was marked with challenges in customer retention as demand grew while operations failed to scale back to pre-pandemic levels. These service failures paired with inflation led many customers to question their loyalty to brands. While programs play a role in driving and accelerating loyalty, businesses must more deeply understand and connect with their customers to offer products and services that fit their unique desires and needs. Learn how Marriott International is transforming operations as they efficiently scale up personalization to drive ancillary revenue.

Join us as we present:

  • The future of loyalty in consumer industries
  • Why automation supports personalization maturity through micro-segmentation
  • How Marriott International is maturing its personalization practice to an enterprise-wide approach one product and one channel at a time

Public Track: Collaborative Work Management, Analytics for Customer Journeys, Content that Drives Performance, Customer Data Management and Activation, Personalized Omnichannel Engagement, Powering your Digital Business with Adobe Experience Cloud, Content Supply Chain

Type: Session

Technical Level: General Audience

Presentation Style: Thought Leadership

Audience Type: Database Marketing Manager, Digital Marketer, Email Marketer, IT Executive, Marketing Executive, Mobile Marketer, Channel Marketer, Content Marketer, Social Marketer, Web Marketer, Operations Executive

Industry Focus: Travel & Hospitality

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