Case Study: AccorHotels achieves personalized real-time guest engagement with Adobe Campaign

Global hotelier welcomes customers with excellent service and technology innovation

AccorHotels, the global hotelier with more than 4,100 hotels worldwide, needed to stand out in a crowded digital travel market by delivering more personalized guest experiences before, during, and after stays. To do that, AccorHotels turned to Adobe Campaign as part of Adobe Marketing Cloud to improve its mobile-first customer communications and better use its customer data.

Adobe Campaign helped AccorHotels unify online and offline customer profiles, automate targeted cross-sell and loyalty campaigns, and send real-time, personalized offers and alerts across channels and brands. The results included stronger mobile-first engagement, more precise targeting, and paperless guest-service experiments, while supporting a booking platform that sees 329 million annual visits and about 47,000 reservations per day.

AccorHotels

Romain Roulleau

Senior Vice President e-Commerce