Fragmented Guest Data:
Operating across 20 countries, the brand lacked a unified view of its high-net-worth guests.
Data Chaos:
Global bookings created duplicate guest profiles across multiple properties and software siloed systems.
Missed Revenue:
Broken data tracking made it impossible to cross-sell between hotels, spas, dining, and retail products, accelerating customer churn.
Identity Resolution:
Consolidated booking, tier, language, and consent data into a centralized, unified profile.
Failover Logic:
Deployed Braze Canvas journeys utilizing an automated fallback sequence: WhatsApp → SMS → Email.
Core Integrations:
Integrated Salesforce CRM and Snowflake to act as a centralized real-time data hub.
Compliance & Testing:
Embedded approval workflows directly into the Braze UI to mitigate regulatory risks and ran systematic multivariate tests.
40% Faster Launch Cycles:
Switched the team to Braze’s self-serve drag-and-drop builder, drastically cutting operational time.
+25% Marketing ROI:
Clean data and ongoing experimentation immediately maximized performance across closed-loop analytics.
Incremental Cross-Sell Growth:
Hyper-personalized post-stay journeys successfully turned single-stay hotel guests into multi-service repeat buyers.
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