Case Study: Marriott International achieves a unified guest experience and millions of engaged guests with Medallia Experience Cloud

Marriott International - Customer Case Study

Marriott International, a global hospitality company with 30 brands and over 7,000 properties across 130 countries, needed a way to deliver consistently excellent guest experiences at scale. To solve that challenge, Marriott engaged Medallia in 2014 to build a unified experience management platform—internally branded as "guestVoice"—based on the Medallia Experience Cloud.

Medallia’s solution gives Marriott associates worldwide a single system to capture, listen to, and act on guest feedback. Using Medallia, Marriott has engaged millions of customers and directly responded to hundreds of thousands of guests through the platform, improving guest loyalty and hotel performance by surfacing actionable insights and enabling timely follow-up.

Marriott International

Adam Malamut

Chief Customer Experience Officer