Impeccable customer experience is the expectation when it comes to hotels. Palladium Hotel Group has become a leader in hotel innovation and an industry model in delivering fantastic customer experience. Learn Palladium’s digital transformation journey where customer insight is the key to delivering delightful customer experiences and how SAP Hybris is empowering them to gain insights, deliver personalized messages, and fulfilling their customer experience promise. https://www.hybris.com/
HOSPITALITY INDUSTRY: BE THE FIRST CHOICE OF CUSTOMERSEswar Jabba
The Hospitality Industry encompasses a variety of services like hotels, food service, recreation, tourist destinations, events etc. The marketing revolves around customer experiences that you offer because there are not many tangible products to provide or showcase. This makes image building pivotal for your growth. With globalization, both business and leisure travel and stays have increased manifold. This multi-billion dollar industry has a large number of big and small players, and to stand out, you need to focus on brand recognition and relationship building. A majority of your customers search for hotels and resorts online. And hence the importance of a good social media presence, search presence and web presence in general. Your website, photo galleries, social profiles and online reviews all matter, and influence decision making.
Read More at http://pixelsutra.com/blog/hospitality-industry-be-the-first-choice-of-customers/
HOSPITALITY INDUSTRY: BE THE FIRST CHOICE OF CUSTOMERSEswar Jabba
The Hospitality Industry encompasses a variety of services like hotels, food service, recreation, tourist destinations, events etc. The marketing revolves around customer experiences that you offer because there are not many tangible products to provide or showcase. This makes image building pivotal for your growth. With globalization, both business and leisure travel and stays have increased manifold. This multi-billion dollar industry has a large number of big and small players, and to stand out, you need to focus on brand recognition and relationship building. A majority of your customers search for hotels and resorts online. And hence the importance of a good social media presence, search presence and web presence in general. Your website, photo galleries, social profiles and online reviews all matter, and influence decision making.
Read More at http://pixelsutra.com/blog/hospitality-industry-be-the-first-choice-of-customers/
Preview: Free Skift Trend Report: The Changing Nature of Hotel-Guest Relation...Rafat Ali
In the highly competitive hospitality space, hotels are increasingly looking to improve the guest experience pre-, during- and post-stay with data-driven communication solutions aimed at creating and sustaining meaningful relationships with customers.
Boxever report sep2015-c - slideshare tease Rafat Ali
It’s all too clear that Americans still take the allwork no-play approach to vacation as the average number of days taken by U.S. workers continues to decline. This report looks into the seasonal travel habits of Americans smart enough to take time off, from when they book to where they go.
A Look at latest hospitality industry technology trends in 2017, so far. Hotelogix - a robust cloud based PMS designed to simplify hotel operations, increase market reach, drive more bookings and maximize revenue. Sign up to explore Hotelogix 360 degree hotel management solution here! http://ow.ly/LsFt30cCgFP
Who owns the customer is one of the biggest questions in hospitality industry. To win in this highly competitive market, you should consider building relationships with your guests. Comprehensive mobile solutions are the answer to that challenge.
Top Trends Driving Event Marketers in 2015Opus Agency
Here's whats coming in 2015...
The new year embodies a sense of optimism and energy. It’s
the time to start fresh, move fast, and make no small plans. In
that spirit, we wanted to know what’s on the minds of some
of the most influential players in event marketing.
We asked them to discuss the trends, large and small, that
are driving their decision-making for 2015.
Top Trends Driving Event Marketers in 2015Pat McClellan
Top Event Marketers discuss the trends that are driving their decision-making for 2015, and their answers are thought provoking. Big Data, personalization, event ROI, authenticity and more.
The Beyonders customer journey - in 2020 everything will be phygitalThe Beyonders
How to escape the commoditisation trap?
How to face complexity of this VUCA world?
Physical and digital world are rapidly achieving to merge, this leads to radical changes
Preview: Free Skift Trend Report: The Changing Nature of Hotel-Guest Relation...Rafat Ali
In the highly competitive hospitality space, hotels are increasingly looking to improve the guest experience pre-, during- and post-stay with data-driven communication solutions aimed at creating and sustaining meaningful relationships with customers.
Boxever report sep2015-c - slideshare tease Rafat Ali
It’s all too clear that Americans still take the allwork no-play approach to vacation as the average number of days taken by U.S. workers continues to decline. This report looks into the seasonal travel habits of Americans smart enough to take time off, from when they book to where they go.
A Look at latest hospitality industry technology trends in 2017, so far. Hotelogix - a robust cloud based PMS designed to simplify hotel operations, increase market reach, drive more bookings and maximize revenue. Sign up to explore Hotelogix 360 degree hotel management solution here! http://ow.ly/LsFt30cCgFP
Who owns the customer is one of the biggest questions in hospitality industry. To win in this highly competitive market, you should consider building relationships with your guests. Comprehensive mobile solutions are the answer to that challenge.
Top Trends Driving Event Marketers in 2015Opus Agency
Here's whats coming in 2015...
The new year embodies a sense of optimism and energy. It’s
the time to start fresh, move fast, and make no small plans. In
that spirit, we wanted to know what’s on the minds of some
of the most influential players in event marketing.
We asked them to discuss the trends, large and small, that
are driving their decision-making for 2015.
Top Trends Driving Event Marketers in 2015Pat McClellan
Top Event Marketers discuss the trends that are driving their decision-making for 2015, and their answers are thought provoking. Big Data, personalization, event ROI, authenticity and more.
The Beyonders customer journey - in 2020 everything will be phygitalThe Beyonders
How to escape the commoditisation trap?
How to face complexity of this VUCA world?
Physical and digital world are rapidly achieving to merge, this leads to radical changes
DIGITAL MARKETING OFFERS A NEW PARADIGM.
THIS PRESENTATION REVIEWS 8 TRENDS TO NOTICE:
DIGITAL EVOLUTION
CONVERSATION MARKETING
REAL TIME MARKETING
CELLULAR AND APPS
LOCATION BASED SERVICES
CO-CREATING
INFLUENCERS MARKETING
FREE
In our ever-changing world, consumers needs and wants are evolving at a pace never seen before, causing us to rethink “what is the point of the store”. The lines from digital to physical are blurring and converging and it’s driving brand new possibilities as well as expectations. Through insights and research, we can discern the key pain points and opportunities for gratification that resonate and design experiences that surprise and delight.
So, how do we design a store experience that is driven by data and delivers the art of immersion and drives customer lifetime value? In this interactive workshop, participants will receive a brand and a challenge to navigate together through the analysis of relevant consumer insights and technology research that allows them to integrate technology into a physical experience in a relevant and impactful way.
The Customer journey in the event industry:: Focus on Delegates and ExhibitorsHolger Friesz
Customer experience matters everywhere, especially in a changing industry like the event industry. Digitalization is revolutionizing the way service is being asked for and we need to cater to the demands of new Generations. This presentation held at Saudi Meetings Industry Convention in 2018 gives insights into what it needs to take advantage of the change.
GOLIN / DIGITAL & SOCIAL MEDIA EXCELLENCE / HONG KONGZaheer Nooruddin
Digital and Social Media Strategy Excellence at Golin Hong Kong - an integrated communications and marketing agency with a worldwide network. Contact: Zaheer Nooruddin, Head of Digital Innovation, Asia at znooruddin@golin.com
Ever wonder how businesses will survive when customers specify the terms of your relationship? We found some striking trends you’ll want to take a look at.
Explore the Five Trends.
See what they are and discover ways that brands like yours can adapt to succeed in the future.
Learn more about how SAP Leonardo is driving business results please visit: http://sap.to/6007EuIkl
From the rise of customer advocacy to ever-changing consumer expectations, 2018 has been a rollercoaster year for businesses on their journey to deliver memorable customer experiences. As the ball drops on 2019, the CX landscape will become even more complicated to navigate and win. Not only in terms of engaging your customers, but also for organisations to deliver on. With a focus on a proliferation of even more engagement channels, the era of customer care, the rise of dark social, the age of platform agility, you'll be amazed at whats in store for 2019! Join us for this virtual master class as we dive into the trends that are shaping CX for 2019 and beyond.
To find out more about the future of CX, visit us at:
https://cx.sap.com
True personalization is at the individual level, rather than at the segment level. In this presentation by Bernard Chung, SAP Customer Experience at the Argyle Executive Forum, you'll learn how to utilize real-time contexts to deliver the best customer experiences.
Learn more about SAP Marketing Cloud here: https://cx.sap.com/en/products/marketing
In this presentation, we explore mega trends driving the need to build trusted customer relationships and why a robust customer identity management platform is critical. Learn from this in-depth and contextual case study of our Australian-based customer, Goodlife Health Clubs. We will also discuss global privacy regulations beyond GDPR and turning compliance into opportunity.
For more info from SAP Hybris, please visit us at: https://hybris.com/en/products/customer-data-cloud
Featuring global thought leader and futurist Anders Sörman-Nilsson in our third-annual Omnichannel Master Class, learn how to design a frictionless customer experience. Anders shares fascinating case studies and best practices from smart brands that understand how intelligent technologies can amplify customer service, create compelling customer experiences, remove friction and transform lives. Anders also discusses how emerging technologies such as Artificial Intelligence, Virtual Reality and the Internet of Things that are enabling more and more brands to become truly ‘seamless’.
For more information on SAP Hybris, please visit us at: https://www.hybris.com
Learn how you can engage with digitally connected customers and why building such meaningful relationships with these customers is a priority for today’s businesses. We also explore how to win and have a unique, differentiated customer experience, from real-life customer success stories.
For more info from SAP Hybris, please visit us at: https://hybris.com
In an increasingly challenging digital economy landscape, and with data breaches making the headlines recently, we explore how customer identity management is critical and where it sits - for businesses striving to deliver great customer experiences. The panel discussion comes complete with real-life examples and success stories, statistics, and a peek into the future with AI and much more.
For more info, visit: https://www.hybris.com/en/products/gigya
The Perfect Store Execution (Picture of Success) allows manufacturers of consumer goods to deliver the right product, in stock, at the right time, with flawless store visit execution.
For more from SAP Hybris, please visit us at: https://www.hybris.com/en/
The Consumer-Driven Digital Economy: Creating value in a digital world where ...SAP Customer Experience
The time to unleash the power of digitization is now, both to maintain a healthy business and to drive new growth, and to balance current infrastructure and future innovation without disruption.
Here we offer our perspective on the future of the industry and how SAP contributes to the transformation of the consumer-driven digital enterprise.
Businesses always had to adopt to stay relevant. At Celonis, we believe that the next big change will be using big data analytics to create Magic Moments for your customers. Learn in this session how you can leverage the 360° customer view in the back- and front office to improve your customers’ journey. https://www.hybris.com/
Empower Store Associates with Mobile Apps to Reinvent the In-Store ExperienceSAP Customer Experience
Empower store associates with the right mobile tools. Retailers’ biggest competitive advantage is often the experience they create in their physical stores. In this session, Tulip Retail will describe mobile in-store solutions that improve service, drive sales, build customer relationships, and revolutionize shopping. Turn workers into experts and brand ambassadors, improve productivity and drive increased ROI. For more info, visit: https://www.hybris.com/en/solutions/industries/retail
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...SAP Customer Experience
See how setting up individual B2X stores for your distributors and partners could help amplify your business and increase revenue. Learn how to implement effective B2X stores quickly, maximizing your returns. Your marketplace starts here. https://www.hybris.com
Join Mindray Medical International Co., a leading global developer, manufacturer, and supplier of medical devices to hear how they use SAP Hybris Cloud for Customer to deliver on their mission of making high-quality medical products more accessible and affordable around the world. With an integration with SAP ERP, Mindray had implemented SAP Hybris Cloud for Customer to get real-time insight of customer demand, generating business leads and opportunities, driving data-driven decision-making. https://www.hybris.com
Gain timely insights into the business impact of your sponsorship. Explore the benefits offered by our brand impact application that uses computer vision to analyze brand exposure in video. See how this robust, highly scalable solution gives you financial transparency and the opportunity to measure what you pay your sponsorship for.
Lisa Hornschemeier, SAP Commerce Leader at Microsoft, talks about how Microsoft is using SAP Hybris Billing as part of their order-to-cash commerce systems. https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Deliver the personalized, relevant experiences customers are demanding while paying increased attention to privacy. See how customer identity and access management (CIAM) from Gigya makes it possible for global organizations to manage customer data to deliver insights and personalization, while staying compliant with privacy laws, including the European Union's upcoming General Data Protection Regulation (GDPR). Learn more: https://www.hybris.com/
Franck Cohen, chief commercial officer at SAP, discusses the impact of artificial intelligence (AI) on e-commerce. From in-store analytics to digital assistants, AI is transforming e-commerce. Since 2012, AI commerce companies have raised US$990 million across 201 deals in the United States and Canada, as well as India, France, the United Kingdom, Singapore, Israel, and others. Join us for a discussion on how retail giants and start-ups alike can benefit from using this new technology today. Learn more: https://www.hybris.com/commerce
Welcome to the Cognitive and 5G Era. Join us to see how IBM Cognitive, the Internet of Things and Microservices are changing the customer experience for this new wave. We’ll discuss the IBM-SAP global partnership in the Telco & Media industry, and how it delivers game-changing customer experiences enabled by SAP Hybris and IBM Cognitive. Learn more: https://www.hybris.com/en/solutions/industries/telecommunications
Improve Customer Experience in the Cognitive and 5G Era
Palladium Hotel Group A Digital Transformation Story
1. D E L I V E R O N Y O U R B R A N D P R O M I S E
W I T H C U S T O M E R K N O W L E D G E
2. Open-Air Club and Adults-Only
Avant-garde Hotel
Exclusive Adults-Only
Luxury Hotels
Personalized Signature
Hotels
Musically-Infused Hotels
for all ages
4. LEADER IN
HOTEL
INNOVATION
Ushuaïa Ibiza Beach Hotel was
the first hotel in the world to…
Fuse the online experience of a
major social network, Facebook,
with the real world of a hotel
Offer biometric technology as a
fingerprint payment method of
hotel services
Offer wearable technology that
enables PayPal payments
5. More than 32.000 guests
stayed in the hotel
Over 500.000 people attended
The Ushuaïa Club events
More than 100.000 customers
enjoyed our exquisite 5 themed
restaurants
More than 600.000 people
enjoyed…
THE USHUAÏA
EXPERIENCE
2016 in figures
7. “WHAT IS DIGITAL TRANSFORMATION?
THE USE OF ANY DIGITAL TECHNOLOGY TO PROVIDE BETTER
PRODUCTS, SERVICES AND EXPERIENCES”
(Brian Solis – Analyst, influencer, speaker)
9. A CRM software is just
a tool that will help us
develop a previously
defined CRM strategy.
It’s a means, never an
objective.
WHAT IS THE OBJECTIVE OF IMPLEMENTING
A CRM STRATEGY?
C U S T O M E R K N O W L E D G E + C U S T O M E R E X P E R I E N C E = L O Y A L T Y
A SINGLE REPOSITORY
Data from multiple sources
FLEXIBLE DATA MODEL
Direct and calculated information
360º VISION
Access relevant information
10. WHAT DO WE WANT FROM OUR CUSTOMERS?
W E W A N T T O K N O W T H E M
WHO ARE THEY?
Basic data that will help us to
detect if he/she is a returning
customer
FEEDBACK
Gather customer feedback
from each experience
BEHAVIOUR
Behaviour data gathered
during their stay through
interaction with different
touch points
11. WHAT CAN WE OFFER THEM?
A P E R S O N A L I Z E D C U S T O M E R E X P E R I E N C E
D U R I N G A L L T H E I R T R A V E L J O U R N E Y
REALLY DIFFICULT TO BE
COPIED
CAN BE COPIED BY THE
COMPETITION
Creation
of personalized
experiences
Competitive
Differentiation
LOYALTY THROUGH
CUSTOMER SERVICE
LOYALTY THOUGH
INNOVATIVE AND
CREATIVE SERVICES