Case Study: Marriott achieves personalized, high-touch guest experiences at scale with Salesforce

Marriott takes care of customers with innovation in the hands of every agent

Marriott, a global hospitality leader with more than 7,000 properties and 730,000 associates serving 83 million guests annually, faced rising guest expectations and fragmented, outdated systems that made consistent, personalized service at scale difficult. The company needed to reimagine a high-touch experience in an era of mobile, data-driven interactions while maintaining its founding commitment to empower associates to delight guests.

Marriott implemented Salesforce Service Cloud, unifying guest data, saving preferences across properties, and adding AI-powered tools like Einstein and bots plus Apple Business Chat for rich mobile engagement. The result: associates at every level can resolve issues faster and deliver seamless, personalized stays worldwide, boosting guest satisfaction while enabling faster innovation and career development for staff.

Marriott

Stephanie Linnartz

Global Chief Commercial Officer