Case Study: Hyatt achieves faster, more personalized customer care with Sprinklr

Hyatt builds customer loyalty by putting care at the heart of its business

Hyatt, the American multinational hospitality company, needed a digital solution to help its contact center handle growing customer queries while preserving the premium, personalized care guests expect. The company wanted to meet customers on their preferred channels, use case history to tailor service, and engage each guest on their terms, and turned to Sprinklr for help.

Sprinklr Service helped Hyatt customize crisis listening during the pandemic, track travel-related concerns, manage reservation-change conversations, and give agents the context needed to deliver more personal support at scale. As a result, more than 700 Hyatt employees now use the Sprinklr platform globally, and the customer service team responds to inbound queries 34% faster than before implementation.

Hyatt

Julia Vander Ploeg

Global Head of Digital and Technology