Hidden opportunities in connected data
In the last 15 years there has been considerable consolidation in the hotel industry. Multiple chains have merged or been acquired, which has led to an increase in the number of legacy systems a single hotel chain utilizes to run their business. These legacy systems include various call centers, IVRs, websites, mobile applications and booking platforms. Many hotel chains have struggled to unify these platforms to create fully integrated journey—and customer—centric systems.