Case Study: AccorHotels achieves personalized, real-time guest experiences with Adobe Marketing Cloud

Global hotelier welcomes customers with excellent service and technology innovation

AccorHotels, a global hotel group with over 4,100 hotels, needed to fight digital-only competitors that were capturing customer relationships and margins by delivering more personalized, timely guest experiences. To become a leader in digital hospitality and turn customer data into real-time, personalized communications, AccorHotels partnered with Adobe and deployed Adobe Marketing Cloud, including Adobe Campaign, to support a mobile-first contact strategy and better use collected customer data.

Adobe implemented Adobe Marketing Cloud and Adobe Campaign with integrated customer profiles, cross-channel campaign orchestration, and real-time interaction management tied into AccorHotels’ CRM and mobile app. The solution enabled automated, personalized pre‑stay messages, targeted cross‑sell/up‑sell and loyalty communications at scale (the Accor platform handles 329 million annual visits and about 47,000 daily reservations), supports mobile-first engagement, and is being used to pilot paperless stays—demonstrating Adobe’s impact in delivering timely, relevant guest communications.

Accor Hotels

Romain Roulleau

SVP