IHG Hotels & Resorts Partners with Salesforce to Elevate Guest Loyalty

Salesforce, renowned for its #1 AI CRM, has unveiled an expanded collaboration with IHG Hotels & Resorts.
Salesforce technology for retail
The CRM deal with IHG Hotels & Resorts, a global hospitality giant boasting over 6,000 hotels across 19 prestigious brands, is aimed to fortify guest loyalty through IHG’s One Rewards program while ensuring efficiencies, enhanced personalization, and accelerated innovation.

In today’s marketplace, where consumer preferences evolve rapidly, personalized experiences are pivotal. A staggering 65 percent of consumers express loyalty towards companies offering tailored experiences.

IHG is primed to meet these expectations by standardizing its CRM on the Einstein 1 Platform, a solution integrating CRM, AI, data, and trust onto a unified platform. This move aims to cultivate customer loyalty, deliver bespoke guest experiences, and streamline operational efficiencies.

“Our collaboration with Salesforce will enable us to enhance the technology, tools, teams, and solutions that power our loyalty program, allowing us to provide personalized content and offerings that ultimately drive a deeper connection to our most valued guests,” Heather Balsley, Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts, said.

“By bringing more data into Salesforce, IHG Hotels & Resorts is able to garner greater insights that will contribute to an unparalleled experience for guests and hotel owners,” Jeff Amann, EVP & GM at Salesforce Industries, lauded IHG’s initiative, said.

Adoption of the Einstein 1 Platform promises predictive AI capabilities to strengthen guest relationships and bolster loyalty membership. Leveraging Data Cloud and Service Cloud, IHG is poised to expedite innovation and curate bespoke customer service experiences.

Key Innovations with the Einstein 1 Platform:

IHG aims to create a unified guest experience across its diverse portfolio of brands by harnessing Data Cloud. This initiative seeks to establish a single source of truth for customer profiles, enabling seamless interactions across the company’s global footprint.

Leveraging Data Cloud and Marketing Cloud, IHG intends to drive customer conversions by activating targeted campaigns for potential guests who visit booking pages but do not complete transactions.

Service Cloud equips IHG with a comprehensive view of guest interactions, enabling tailored customer service and swift issue resolutions. Additionally, Marketing Cloud facilitates personalized communication through preferred channels, enhancing guest engagement and satisfaction.

As IHG Hotels & Resorts embarks on this transformative journey, fueled by Salesforce’s cutting-edge solutions, the stage is set for an era of unparalleled guest experiences and sustained loyalty.

InfotechLead.com News Desk

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