Adobe Digital Dialogue

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When was the last time you went on a vacation? You might forget, but the hotel you stayed at, won’t.


The trav­el and hos­pi­tal­i­ty indus­try, where cus­tomer expe­ri­ences mat­ter most, has been one of the ear­ly adopters of dig­i­tal tech­nolo­gies. Over the last few years, lead­ing hotels across the world have been embrac­ing the pow­er of dig­i­tal to con­nect with their cus­tomers, and deliv­er inno­v­a­tive expe­ri­ences that dri­ve brand loy­al­ty. In par­al­lel, be it in the hol­i­day sea­son, or for busi­ness trav­ellers – the role of dig­i­tal mar­ket­ing has nev­er been more cru­cial than it is today, in help­ing hotels attract new cus­tomers, and gain a com­pet­i­tive advan­tage.

In India, dig­i­tal dis­rup­tion has brought about a par­a­digm shift in the way cus­tomers make their hotel book­ings. Cus­tomers today are bas­ing their book­ing deci­sions not only on val­ue, but also the online expe­ri­ence that a hotel offers to them.

Rec­og­nized the world over for deliv­er­ing a unique flavour of hos­pi­tal­i­ty, Taj Hotels has always been at the fore­front of imple­ment­ing tech­nolo­gies that enable their focus on deliv­er­ing excep­tion­al cus­tomer expe­ri­ences. With every big brand mak­ing deep invest­ments on the dig­i­tal front, Taj Hotels was quick to bring dig­i­tal mar­ket­ing to the core of its busi­ness strat­e­gy, and realise how the role this could play in dri­ving stronger res­o­nance for the brand among its increas­ing­ly dig­i­tal-savvy cus­tomers across the globe.

Two years ago, Taj Hotels decid­ed to focus their dig­i­tal strat­e­gy on grow­ing cus­tomer engage­ment. Watch this video to see how Adobe Expe­ri­ence Man­ag­er helped Taj Hotels move clos­er to its vision of seam­less­ly con­nect­ing with cus­tomers online, akin to the unmatched ser­vice expe­ri­ence that the brand deliv­ers to its cus­tomers in the real world.

Customer Experience, Events

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