World Panel
Viewpoint23 December 2019

Is Personalization in Hospitality Dead or Alive?

Digital Marketing in Hospitality

— 12 experts shared their view

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This viewpoint was created by
Max Starkov, Adjunct Professor NYU Tisch Center for Hospitality and Hospitality & Online Travel Tech Consultant
Erik Muñozsupplier view
Chief Commercial Officer (CCO) at Lybra.tech

Personalisation isn't dead, but its evolution is far from its final form.  There are pockets of personalisation occurring today during the customer experience, such as; pre-arrival upselling offers; geo-location and guest segmented pricing strategies, to name a couple of popular trends.  Recently a CRM company acquired a revenue management solution (Cendryn > Rainmaker) which is a strong signal (but no guarantee) that the combined technical solution will offer far greater degrees of personalisation.

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