The Project
A company wanted to more fully comprehend how big hotel chains with a global presence approach the area of customer experience, including the constant changes in client preferences, new technologies, and new value propositions.
Specific Area of Interest
The client was looking to gain a big-picture analysis of the overall hospitality market and how customers experience their stays at well-known hotel chains.Â
Specifically, the client wanted a thorough analysis of both recent cultural and market changes and how these have impacted the customer experience, as well as a better understanding of how the impact of new value propositions and technology have affected these crucial dynamics.
Our Impact
We were able to connect the client with current and former high-level executives at some of the biggest hotel chains, all of whom had 15+ years worth of experience. Thanks to their long years in the industry, the client was able to get a much clearer big-picture view of how the customer experience has changed and evolved as well as the future trends for this market.