20%
NPS growth in 6 months
10%
Cost savings
Continuous
NPS improvement
Long-term
Customer success
The challenge
Brewing a superior guest experience
A leading Asian hospitality giant, managing over 110 resorts and partnering with 4,500+ global properties, sought to move beyond traditional 5-star feedback. They aimed to uncover deeper guest insights and optimize resource allocation for maximum customer satisfaction.
Key challenges
Star ratings missed real guest experiences
Manual analysis cost $200K–$300K yearly
Needed end-to-end journey analysis
The solution
AI-powered guest experiences monitoring
AI-driven insights
NLP analyzed feedback
Identified satisfaction drivers
Surpassed star ratings
Automated sentiment analysis
Tracked interactions
Detected concerns
Automated analysis
Implementation approach
1
Smart feedback processing
Automated cost savings
Ensured consistency
Accelerated analysis
2
Customer journey mapping
Tracked full journey
Identified gaps
Enabled improvements
3
Live issue detection
Real-time fixes
Proactive improvements
Actionable insights
The impact
The ROI of smart analytics
Stronger loyalty
20% NPS boost
More brand advocates
Higher trust
Cost savings
10% cost cut
Smarter spending
Better profits
Sustained growth
Ongoing NPS gains
Customer-first focus
Long-term success
Looking ahead
Future focus
Continuous NPS improvement
Operational excellence
Further cost optimization
Enhanced AI capabilities
Expanding real-time analytics
