Digital Personalization: Case Studies

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Digital Personalization: Case Studies

The Marriott Hotel and the Hilton franchise both offer digital personalization to customers. The former through AI platforms, mobile applications, and personalized rooms. The latter offers a Connected Room, which is individualized to the guests' needs and can be controlled through voice commands.

MARRIOTT

OVERVIEW


UTILIZATION OF DIGITAL PERSONALIZATION

OTHER SUCCESS METRICS

HILTON

OVERVIEW

UTILIZATION OF DIGITAL PERSONALIZATION

OTHER SUCCESS METRICS

RESEARCH STRATEGY

In conducting this study, our first step was to look at specific hotels which feature digital personalization. This was found on Hospitality Net. After locating two hotels, which offer this feature, we analyzed the type of digital personalization used by these hotels. Various websites were visited, but we chose Hospitality Net and Hilton Hotel’s main website for data. To find other metric that looks on the success of the digital platform, we researched various websites. These include Statista, Insights Hotelier, Bloomberg, The Business Insider, The Financial Times, Forbes, Fortune, Inc, and Market Watch but could not find any other metric. We did, however find information on the customer benefits of each digital personalization feature and provided it in the study.

Sources
Sources