To serve customers better, Kerzner has redesigned and re-engineered its websites with human-based content and personalization. It has improved engagement and booking rates and achieved a huge productivity uplift.
Sitecore Experience Awards
Kerzner International
SEA category: Most impactful human connections in a changing world
Challenges
- Respond to increasing multinational customer sophistication
- Increase volume of direct booking vs 3rdparty channels
- Increase revenue, productivity and cost savings
- Stem drop-off rates in the booking process
- Reduce amount of content duplication
- Match digital experience with exceptional customer service received in hotels and resorts
- Leverage wealth of research, heuristic reviews, experiences to drive design, content, personalization
- Migrate from four individual Sitecore instances to one single instance
Solutions
- Sitecore Experience Platform (XP 9.0)
- Sitecore Experience Database (xDB)
- Sitecore Email Experience Manager (EXM)
- Path Analyzer, xProfile; Sitecore Cortex, Sitecore Marketing Automation, Sitecore Experience Analytics Tools -xAnalytics
- Integrations include:
- Microsoft Azure
- Booking system
- Customized content-reuse solution
- GPI Translation Connector
- Scropper(AI-based auto image crop)
Results
- Developed a multi-site and multi-language solution with content based on human connections
- Delivered 80% conversion uplifts for sales and membership using personalization
- Improved engagement: 62% new member rate and 82% booking rate from personalization
- Enabled bookings to be completed significantly faster vs previous booking journeys
- Delivered a huge increase in productivity: 25% from content reuse, 500% auto image cropping
- Delivered significant development cost, resource and time saving, cut time to market
- Used testing to increase ‘stickiness’: content change drove a 282% engagement and 10% booking increase
- Designed to scale for new resorts, brands and operational systems
Gold Solution Partner
Nodes believes great solutions are made out of stunning design and cutting-edge technology matched with a solid strategy. Having designed the Sitecore infrastructure and deployment procedures for large banks in Scandinavia, Nodes has extensive knowledge about security including ensuring support for the GDPR EU data law.
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