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Customer Relationship Management (CRM)

  • Uncommon Loyalty

    Wynn Las Vegas is managing to foster consistent guest loyalty in a highly competitive town, and in the complete absence of a formalized loyalty program. The secret, according to CIO Scott Carcillo, is superior customer service. This exclusive interview with Carcillo explores the service and the technology that's behind Wynn's uncommon loyalty.

  • Leading Analyst on 2008 POS Trends

    Lee Holman, lead retail analyst for IHL Group shares with HT his predictions for POS trends that will continue to have an impact on the foodservice industry over the coming year. Holman and IHL Group identify workforce, environment among top POS concerns for restaurant operators.

  • Starwood Reinvents Internet Connection System

    A streamlined connection process makes it easier for Starwood guests to connect to the Internet at high-speeds while also creating a valuable in-room marketing touch point.

  • Gaylord Reduces Data Mining Efforts from Weeks to Minutes

    Clarabridge SaaS solution automatically processes unstructured, text-based information; labor-intensive manual efforts eliminated

  • CaribouCoffee.com Redesign Focuses on Technology for Personalization

    Site features improved navigation, interactive coffee recommendations, virtual store tours and more

  • Renaissance Guests Can Carry Wireless IP Phones Anywhere

    Touchscreen phones integrate with Renaissance Montgomery POS, PMS; guests can book reservations, check stocks and weather, view city maps and more

  • Meeting Planners Use Hilton's e-Events to Create Custom Web Pages

    Personalized group Web pages created free-of-charge, unencumbered by hotel input or involvement

  • Hilton's New Concierge is Interactive TV

    Hilton is using interactive touch-screen televisions to give guests access to information at any time that ordinarily might require interaction with a conference manager or concierge. Hilton indicates that this is both an opportunity to serve its customers as well as a chance to give them a peek at technology of the future - much as hotels did when they first offered air conditioning or remotes in rooms.
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