Sitecore Experience Awards

Kerzner

Kerzner International

SEA category: Most impactful human connections in a changing world
Project brief

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.

About

Kerzner International

Travel and Hospitality

EMEA

Products

XP

CHALLENGE

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
SOLUTION

Solutions used

  • 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)
OUTCOME

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
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