CASE STUDY

Personalizing Customer Experiences With a Data Foundation

$ 0 B

Hospitality group

0 K

Employees

At a glance

Challenge

Understanding how to build a customer data foundation that supports enterprise business strategies and delivers exceptional experiences to every customer.

Result

Pariveda diagramed the current state to recognize pain points and areas of improvement, developed a high-level future state framework, and engineered an adaptable, long-term roadmap that maximizes outcomes over time.

Impact

The customer-centric approach allows the client to maximize the long-term potential of their customer data.

HotelCo* is an American multinational hospitality company that manages and franchises over 584 hotels and resorts across six continents with 360,000 employees.

The global pandemic created a massive shift in HotelCo’s customer base. Leadership saw an opportunity to understand customers better and empower a broader customer and loyalty strategy by improving how customer data is captured and leveraged.

HotelCo strives to deliver exceptional travel experiences through multiple channels. As their customer base dramatically shifted during the pandemic, they realized they didn’t understand their customers well enough to respond to their changing needs and preferences.

HotelCo hired Pariveda to help them develop a customer data strategy by documenting the current state, prioritizing key remediation areas, and building a long-term roadmap.

How Pariveda helped design an optimal path forward:

Synthesized existing documentation and leveraged stakeholder workshops and interviews to learn about the data's current state.
Anchored the project on customer personas and journeys to identify data capture activities and critical moments to apply data results.
Developed a two-year, adaptable technical roadmap that enables the data ecosystem to evolve and thrive over many years.