Case Study: Luxury Hotel Chain achieves 24.6% increase in call center conversions and $80M+ in bookings with Zeta Global

Luxury hotel chain witnesses a 24.6% Increase in call center conversion Resulting in over $80 m in hotel Bookings

Luxury Hotel Chain is a consortium of more than 375 luxury hotels and resorts across 75+ countries, headquartered in New York City. Facing limited insight into campaign effectiveness across multiple properties, a lack of automation and personalization, underdeveloped loyalty program integration, and call center agents who couldn’t identify high-value clientele, the chain engaged Zeta Global and its Leading 360 program portal/Zeta CRM capabilities to address these gaps.

Zeta Global deployed the Leading 360 program portal with integrated marketing and loyalty programs, Zeta Social, 25 automated multi-language triggered campaigns, and self-serve reporting/BI to give global call center agents customer insight and streamline loyalty management. The solution produced a 24.6% increase in call center conversion, generated over $80M in hotel bookings, captured 500+ customer testimonials (≈25/month), and delivered measurable, centralized campaign and loyalty performance via Zeta Global’s platform.