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Adobe Summit 2017
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SS4654 - Guest-centricity delivers on the experience of travel

Anticipation is the new normal for travelers as experience expectations continue to rise for the known customer. With the perishable aspect of travel, transformation change agents must drive internal alignment through data, technology, and an unfailing desire to exceed guest expectations. As one of the most memorable experience enterprises, travel is a cornerstone of life. Marriott International and Carnival shares their journey with a penthouse view.

Key highlights:

  • The Journey of Happiness through Travel
  • Transformation stories told from the change agents who led them
  • Discussion about personalization, machine learning, and artificial intelligence to support the anticipatory services of travel
  • Why data is required for a seamless “phygital” experience—the intersection of physical and digital
Julie Hoffmann
Scott Petry
Josh Leibowitz
Andy Kauffman
S4869 - Marriott’s story of transforming experiences in an agile way

Emerging technologies, shifting customer expectations, and unforeseen disruptors are challenging the old way of doing business. The new pace of change feels daunting, and organizations are reacting in different ways. Smart businesses are responding by using an agile approach to develop relevant and unique experiences, improve their speed to market, and deliver digital products at scale. Hear from senior leaders at Marriott as they discuss their journey in creating transformative experiences and business models.
Key takeaways:

  • Learn how Marriott transformed their business and influenced the entire travel industry through omnichannel digital experiences
  • Hear stories of continual organizational evolution using agile methodologies
  • Understand how customer-first innovation is succeeding through data and technology investments
  • See how omni-channel experiences are being enabled by state-of-the-art micro-services architecture and the Adobe Marketing Cloud 

By attending this session, your information will be shared with SapientRazorfish. 

Judith Frey
David Bernstein
Todd Nemoir
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