How Marriott Transformed Itself to Meet the Demands of a Digital World - eMarketer
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eMarketer Interview

How Marriott Transformed Itself to Meet the Demands of a Digital World

Preview from eMarketer PRO

An interview with

Andy Kauffman

Vice President, Digital, Marriott International

Topics:

Interview summary

Global hotel chain Marriott International has faced the same challenges as many other large brands over the past five years: rapid consumer adoption of digital and mobile platforms, heightened customer expectations, shortened marketing cycles and competition from digitally native upstarts. Andy Kauffman, vice president of digital at Marriott, spoke with eMarketer’s Bryan Yeager about his company’s transformation to meet the real-time, always-on demands of today’s digital world.

Interview

eMarketer: In general, how has Marriott’s marketing organization adapted to the demands of a digital world over the past few years?

Andy Kauffman: In the past, we had people focused on their own individual campaigns and maximizing the value of those vs. looking at the totality of the customer experience and ultimately assuring that we were providing more value for the guest or the customer, and in doing so, more value for Marriott.