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IHG Hotels & Resorts will become the first global hospitality company to standardize on Salesforce Loyalty Management
Today, Salesforce (NYSE:CRM), the #1 AI CRM, announced an expanded relationship with IHG Hotels & Resorts (NYSE:IHG, LON: IHG))))), one of the world's leading hotel companies with more than 6,000 hotels across 19 global brands, to drive guest loyalty through its IHG One Rewards program and unlock efficiencies, deeper personalization, and faster innovation.
Customer expectations are changing, with 65% of consumers saying they will remain loyal to companies that offer more personalized experiences. To meet these expectations, IHG is standardizing its CRM on the Einstein 1 Platform, which brings CRM, AI, data, and trust on a single, unified platform to drive customer loyalty, more tailored guest experiences, and greater efficiencies.
"As we continue to enhance the IHG One Rewards loyalty program, one of our top priorities is ensuring our guests have a booking and stay experience that is customized to their individual travel needs," said Heather Balsley, Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts. "Our collaboration with Salesforce will enable us to further enhance the technology, tools, teams, and solutions that power our loyalty program, allowing us to provide personalized content and offerings that ultimately drive a deeper connection to our most valued guests."
"By bringing more data into Salesforce, IHG Hotels & Resorts is able to garner greater insights that will contribute to an unparalleled experience for guests and hotel owners," said Jeff Amann, EVP & GM, Salesforce Industries. "With the Einstein 1 Platform, IHG is delivering joy for its guests today while setting itself up to leverage new technologies like AI that help optimize guest interactions in the future."
