Case Study: Marriott improves account activation and login with Glassbox

Marriott Optimizes Activation and Login Using Digital Experience Insights

Marriott, the world’s largest hotel company, needed a better way to ensure customers could easily activate and log into their online accounts. Using Glassbox’s digital experience analytics, Marriott set out to identify and resolve issues affecting the account access journey.

Glassbox helped Marriott quickly pinpoint common problems impacting thousands of customers, prioritize fixes by impact, and resolve them within seconds. As a result, Marriott saw a 60% decrease in support requests and improved account activation and login for 141 million customers, while also focusing on the highest-impact errors first.

Marriott

Catherine Warner

Analyst, Digital VoC Platforms