221: Adobe Summit: The Wyndham Hotel Group and its Digital Transformation Success Story
The Wyndham hotel group are the world’s largest hotel company with 8,000 hotels 680,000 room night 77 countries. But, with the arrival of disruptors such as Airbnb, they decided to move forward with a digital transformation initiative.
The team at Wyndham worked with Adobe to turn a challenge into an opportunity. This fantastic story is a textbook example of how businesses should approach the digital transformation. Changing the world through digital experiences and investing in the customer experience is now paramount as the expectation levels of consumers charges ahead with AR, VR, Voice, etc.
The modern hospitality industry has been transformed by the digital revolution. Hear first hand how Wyndham is leveraging digitalization, analytics, and customer insights to reinvent the entire customer journey, from booking to checkout and beyond.
Successful transformation of a digital marketing strategy requires providing a seamless customer experience across all customer touchpoints. However, legacy technology, multiple brands, and a growing set of digital properties are challenges to rethinking how brands are successful in this transformation.
The Wyndham Hotel Group embarked on their year-long digital transformation journey and reimagined customer engagement on web and mobile, raising conversion and customer loyalty. However, this particular digital transformation initiative was incredibly successful by having a very strong relationship with Adobe who are leading the way with digital experiences. I wanted to hear more about the successful journey made possible by the Wyndham Hotel Group and the new Adobe tools.
During our conversation, we spoke about:
- How to embark on digital transformation and replace legacy technology to enable growth
- Strategies to reimagine customer engagement across channels to raise engagement and build loyalty
- The importance of understanding customer preferences and providing personalized experiences
As the Adobe Summit I spoke with Aseem Chandra, vice president of Adobe Experience Manager and Adobe Target for Adobe’s Digital Marketing business. In his role, Chandra is the general manager of these product lines, and oversees business strategy and investment plans, product roadmap, market positioning, field enablement, and pricing.
Barry Goldstein is an accomplished sales, marketing, brand & technology executive with over a 25-year track record of successful strategic leadership. He is best known for being an innovative transformation visionary that creates value by growing revenue through the optimization of sales, marketing, digital, distribution and technology.
Goldstein is currently the Chief Digital and Distribution Officer for the Wyndham Hotel Group and is responsible for managing and optimizing Wyndham Hotel Group’s digital assets and presence including its web and mobile sites, next generation mobile apps, online media, digital content, third party distribution, call center operations and hotel marketing services.
Behind the scenes, as we were recording the podcast live from the Adobe Digital Summit in Las Vegas, it was my Blue Yeti microphone that was getting all the attention.