Case Study: Marriott International achieves tech-stack consolidation and powerful interoperability with NICE Systems' CXone

Marriott Consolidates Tech Stack and Gains Powerful Interoperabilty with CXone

Marriott International—a global hospitality leader with 8,400+ hotels and 6,500+ agents across 20 around‑the‑clock Customer Engagement Centers—faced a legacy CX platform that had become slow, fragile, and costly. The complex vendor footprint and physical infrastructure hindered updates, international consistency, and scalable growth, prompting Marriott’s Project Vox to seek a cloud solution that would reduce vendors, capital expenditures, and time-to-update without risking downtime.

Marriott selected NICE CXone and executed a phased, “white glove” rollout (pilots beginning July 2021, full deployment March 2023) with focused training and like‑for‑like upgrades to minimize disruption. The consolidation eliminated 11 vendor solutions, improved agent satisfaction and call quality, delivered stronger operational visibility and management insights, and cleared a backlog of improvements—positioning Marriott to roll out additional CXone features and deliver measurable CX gains.

Marriott International

Kristina Heidesch

Director of CEC System