Case Study: Jumeirah Hotels & Resorts achieves doubled email open rates and boosted revenue with Microsoft Dynamics 365

Hotel transforms customer relationships, wins guests’ hearts with the help of Microsoft Dynamics 365

Jumeirah Hotels & Resorts, a Dubai-based luxury hotel chain, wanted to shift from product- and demographic-driven marketing to a guest-centric approach that delivers relevant, personalized communications. The challenge was to create a 360-degree view of each guest by unifying loyalty, booking, and service data while meeting strict data-protection requirements and avoiding message fatigue.

Working with partner Vepro, Jumeirah implemented Microsoft Dynamics 365 for Customer Service and Marketing, integrated with its booking system, Power BI, and Google Analytics to enable advanced segmentation, smart campaigns, and real-time attribution. The result: email-open rates nearly doubled to 50 percent, year-over-year revenue increased, and the hotel gained a scalable marketing framework and deeper insights to improve both marketing effectiveness and the guest experience.

Jumeirah Hotels & Resorts

Abdullatif Awadh

Director of Customer Relationship Marketing