Maximizing Engagement and Bookings with Digital Guest Services | Adobe Marketing Cloud
The global gaming and entertainment company aimed to enhance guest experiences and drive engagement, online bookings, and market share. Their solution involved an omni-channel platform offering personalized services, streamlined content, and integrated marketing tools. The platform, built on Adobe Marketing Cloud, facilitates tailored guest experiences and A-B testing campaigns, benefiting over 20 properties.
01 Write-up
Client Profile
A global gaming and entertainment company with national and international locations featuring best-in-class hotels and casinos, state-of-the-art meetings and conference spaces, incredible live and theatrical entertainment experiences, and an extensive array of restaurant, nightlife and retail offerings.
Problem statement
Want to offer the guests a differentiated world class experience at every touch point. In turn driving engagement, increase online bookings and expand share of both market and wallet.
Our Solution
The new state-of-the-art omni-channel platform extends the resort’s personalized guest services to the digital space with an immersive, responsive and functionally rich experience that spans devices and properties to serve up information based on time, location and guest preferences. The redefined experience makes it easier for guests to filter, find and act on the content for which they are searching. For example, the booking process now allows visitors to explore and reserve a hotel room, secure a restaurant table, and discover and purchase tickets to entertainment anytime, anywhere and over any device.
The new platform is also offering significant future benefits to marketers of 20+ properties, who are currently managing independent digital experiences for each resort. The ultimate goal is to leverage content and commerce as a service over one scalable platform that streamlines all technologies, content, and data across all parts of the organization into one consolidated system that powers guest interactions across a variety of channels.
The product was delivered using Adobe Marketing Cloud. Its modular design applies the reusable templates, content and digital assets of Adobe’s Experience Manager and integrates them with the data collection and assessment tools of Adobe Analytics. As a result, the experience that for guests is highly personalized and the tools allow the resort to finely tune, optimize and validate the guest experience using Adobe’s Targeting Tools to drive A-B testing campaigns.
Skillset
Strategy, Adobe Marketing cloud, Adobe testing tools