Member Article

IHG® Hotels & Resorts taps Medallia Zingle to create exceptional guest experiences in the moment

Expands relationship with Medallia and empowers nearly 6,000 properties across 100 countries to drive guest engagement with two-way messaging

Medallia, the global leader in customer and employee experience, today announced that IHG® Hotels & Resorts has selected the leading intelligent messaging platform, Medallia Zingle, as a preferred vendor for all brands and service levels across its portfolio of nearly 6,000 hotels in over 100 countries around the world to enhance the overall guest and employee experience.

Medallia has been helping power IHG’s HeartBeat guest survey programme since 2014. By integrating solicited feedback with social data to create a closed-loop reporting system, Medallia Experience Cloud empowers IHG’s busy hotel teams to assess, analyse, and quickly act on areas of opportunity. Now with Medallia Zingle, IHG’s global guests can engage in real time with on-property teams, in their preferred language and method of communication, including SMS text, in-app, web chat or social messaging apps such as WhatsApp. Medallia Zingle will also facilitate IHG’s on-site property teams’ ability to proactively engage with guests during their stay, respond to requests more efficiently and create meaningful connections — enhancing overall guest experience and brand satisfaction.

“IHG Hotels & Resorts continues to identify opportunities for our hotels around the world to offer unparalleled service to our guests,” said Andy Todd, Global Head of Digital Customer Experience at IHG Hotels & Resorts. “Medallia Zingle helps connect our hotel colleagues to guests in new ways. We are excited to partner with the Zingle team as an IHG preferred vendor for digital messaging.”

As organisations across the hospitality industry are dealing with labour challenges and rapidly-changing guest needs and expectations, Medallia Zingle’s AI-powered technology will help reduce strain on teams by allowing them to seamlessly scale real-time guest communication, provide quicker and more efficient service, and drive additional revenue opportunities.

“IHG has a long history of putting their guests at the centre of everything they do and this partnership is a shining example of that commitment,” said Ford Blakely, Founder, SVP & GM of Medallia Zingle. “We’re thrilled to provide them a platform with an unparalleled combination of actionable insights, powerful service recovery opportunities, and the ability to build deeper connections between their properties and guests around the globe.”

This was posted in Bdaily's Members' News section by P Adams .