Connected Guest Experience Platform
International Hotel Group
Business Context
The organization and its strategic environment
An international hotel group with 200+ properties across 14 countries and 28M loyalty members needed to unify guest experiences. NPS scores varied by 30 points across properties, and the loyalty program was losing members to competitors offering more personalized experiences.
Technology Landscape
Systems and infrastructure before DGT
Opera PMS across properties, fragmented loyalty system, no unified guest profile, 4 different booking engines, Salesforce Service Cloud (basic), and manual housekeeping coordination.
The Challenge
What the client was facing
Fragmented guest data across 200+ properties, 30-point NPS variance, declining loyalty program engagement, inability to personalize at scale, and manual property operations causing inconsistent service delivery.
The DGT Solution
How DGT addressed the challenge
DGT built a unified guest experience platform on Salesforce with Data Cloud for 360-degree guest profiles, AI-powered personalization engine, mobile-first service delivery tools via MobileOps, and automated loyalty program optimization.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Flagship property pilot (3 properties) for 6 weeks, then regional rollout. DGT embedded guest experience designers alongside technical team to ensure technology served the hospitality mission.
Governance Model
How the engagement was managed
Chief Experience Officer as executive sponsor, regional GMs as change champions, guest experience metrics dashboard reviewed weekly, and brand standards compliance monitoring.
Timeline & Phases
The execution roadmap
Guest Journey Mapping
3 weeksCross-property guest research, persona development, experience design
Platform Build
8 weeksData Cloud, guest profiles, personalization engine, loyalty integration
MobileOps Deployment
4 weeksProperty staff mobile tools, housekeeping, maintenance, concierge
Pilot (3 Properties)
6 weeksFlagship deployment, guest feedback, optimization
Global Rollout
12 weeksRegional deployment across 200+ properties
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| NPS Score Variance | 30 points | 8 points |
| Direct Booking Rate | 32% | 40% |
| Service Response Time | 18 min | 11.7 min |
| Loyalty Program Engagement | 41% | 62% |
The Impact
Headline results delivered
"DGT delivered a guest experience platform that finally gives us a single view of every guest across all our properties."
Alexandra Dubois
Chief Experience Officer, International Hotel Group