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Success Story

Driving guest engagement with AI-powered personalization

To combat low conversion rates and manual campaign bottlenecks, the client deployed AI agents for real-time customer personalization. This resulted in higher guest engagement, more purchases, and increased customer lifetime value.

  • Increase in purchases and service bookings via personalized recommendations

    6%

  • Higher customer lifetime value through targeted loyalty programs

    14%

  • Saved for marketers per week by automating segmentation and outreach

    3.5 hrs

About the client

The client is a major player in the hospitality and entertainment industry, managing a portfolio of leading casinos and hotels. AI-powered personalization helped the client scale engagement while freeing teams to focus on strategic growth initiatives.

Challenges

Low conversion rates from static personalization, combined with time-consuming campaign creation and targeting, highlight the struggle to leverage customer data in real time for impactful marketing.

Solutions

Real-Time Customer Insights: Tracks purchase behavior, location, and web actions to deliver timely, relevant experiences

Dynamic Content Personalization: Customizes emails, banners, offers, and web content based on guest preferences

Omnichannel Integration: Syncs customer journeys across web, social, mobile, and in-venue channels

Self-Improving AI: Continuously adapts to changing customer behaviors for optimal relevance

Results

The AI solution increased engagement across the customer lifecycle – from awareness to retention – delivering contextual, conversion-driven experiences. Teams now act on data instantly, while automated personalization drives loyalty and repeat visits.

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