Julie Hoffmann — Adobe | Guy Cierzan — ICF Next
Personalization is an expectation of all consumers and by 2024, 50% of hospitality organizations overall will implement AI-enabled software solutions to support it. Yet only 20% of those will successfully differentiate services by leveraging AI/ML. Consumer expectations are driving the need for continuous intelligence on site, off site, and in trip. Data-driven organizations understand Customer Experience Management and how systems will augment teams to fluidly deliver insights. CXM also connects loyalty to experiences with dynamic communications throughout the journey.
In this session, you'll hear more about the following: