Case Study: Accor Hotels achieves personalized real-time guest engagement with Adobe Experience Cloud

Global hotelier welcomes customers with excellent service and technology innovation

Accor Hotels, the global hotelier behind more than 4,100 properties worldwide, needed to stand out in a crowded digital travel market and deliver more personalized, real-time guest communications across its channels. To do this, Accor Hotels worked with Adobe Experience Cloud, using Adobe Campaign in Adobe Marketing Cloud to better use customer data, improve digital engagement, and support a mobile-first guest experience.

Adobe Experience Cloud helped Accor Hotels unify online and offline customer interactions into integrated profiles, enabling targeted offers, cross-sell and loyalty campaigns, and timely pre-stay messages. The results included personalized communications across channels and brands, support for 329 million annual website visits and about 47,000 daily reservations, plus new paperless guest-service experiences that improved service before, during, and after stays.

Accor Hotels

Romain Roulleau

Deputy Senior Vice President Direct Sales