Impeccable customer experience is the expectation when it comes to hotels. Palladium Hotel Group has become a leader in hotel innovation and an industry model in delivering fantastic customer experience. Learn Palladium’s digital transformation journey where customer insight is the key to delivering delightful customer experiences and how SAP Hybris is empowering them to gain insights, deliver personalized messages, and fulfilling their customer experience promise. https://www.hybris.com/

1. D E L I V E R O N Y O U R B R A N D P R O M I S E
W I T H C U S T O M E R K N O W L E D G E

2. Open-Air Club and Adults-Only
Avant-garde Hotel
Exclusive Adults-Only
Luxury Hotels
Personalized Signature
Hotels
Musically-Infused Hotels
for all ages

3. THE HOTEL
THAT CHANGED IBIZA FOREVER

4. LEADER IN
HOTEL
INNOVATION
Ushuaïa Ibiza Beach Hotel was
the first hotel in the world to…
Fuse the online experience of a
major social network, Facebook,
with the real world of a hotel
Offer biometric technology as a
fingerprint payment method of
hotel services
Offer wearable technology that
enables PayPal payments

5. More than 32.000 guests
stayed in the hotel
Over 500.000 people attended
The Ushuaïa Club events
More than 100.000 customers
enjoyed our exquisite 5 themed
restaurants
More than 600.000 people
enjoyed…
THE USHUAÏA
EXPERIENCE
2016 in figures

6. THE
USHUAÏA
EXPERIENCE

7. “WHAT IS DIGITAL TRANSFORMATION?
THE USE OF ANY DIGITAL TECHNOLOGY TO PROVIDE BETTER
PRODUCTS, SERVICES AND EXPERIENCES”
(Brian Solis – Analyst, influencer, speaker)

8. CONTENT
MARKETING
SOCIAL MEDIA
MARKETING
COMMUNICATION IS THE KEY

9. A CRM software is just
a tool that will help us
develop a previously
defined CRM strategy.
It’s a means, never an
objective.
WHAT IS THE OBJECTIVE OF IMPLEMENTING
A CRM STRATEGY?
C U S T O M E R K N O W L E D G E + C U S T O M E R E X P E R I E N C E = L O Y A L T Y
A SINGLE REPOSITORY
Data from multiple sources
FLEXIBLE DATA MODEL
Direct and calculated information
360º VISION
Access relevant information

10. WHAT DO WE WANT FROM OUR CUSTOMERS?
W E W A N T T O K N O W T H E M
WHO ARE THEY?
Basic data that will help us to
detect if he/she is a returning
customer
FEEDBACK
Gather customer feedback
from each experience
BEHAVIOUR
Behaviour data gathered
during their stay through
interaction with different
touch points

11. WHAT CAN WE OFFER THEM?
A P E R S O N A L I Z E D C U S T O M E R E X P E R I E N C E
D U R I N G A L L T H E I R T R A V E L J O U R N E Y
REALLY DIFFICULT TO BE
COPIED
CAN BE COPIED BY THE
COMPETITION
Creation
of personalized
experiences
Competitive
Differentiation
LOYALTY THROUGH
CUSTOMER SERVICE
LOYALTY THOUGH
INNOVATIVE AND
CREATIVE SERVICES

12. WHY SAP HYBRIS MARKETING CLOUD?
Predictive Models
Data Management 360 Customer View
Real-Time
Segmentation
Outbound Marketing
Campaigns
Budget Planning
Campaign Tracking & Analytics

13. INTELLIGENTLYCONNECTINGPEOPLE, THINGS,AND BUSINESS
Real-time
analytics
Real-time
data
Machine learning
Integration
UX IoT Integration APIs
Collaboration
Mobile Microservices
DIGITALIZATION
E V E R Y C O M P A N Y B E C O M E S A S O F T W A R E - D R I V E N C O M P A N Y B Y …

14. CUSTOMER
KNOWLEDGE
PERSONALIZED
BRAND
EXPERIENCE
ADDED
VALUE
CREATION OF
COMMUNITY
BRAND
LOYALTY
TURN
CUSTOMERS
INTO FANS
Customer Experienceis
worth $1.5 Billion to the
Hospitality Industry
(Forrester Research).