Adobe Digital Dialogue

Checking in to incredible customer experiences

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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