easyHotel employs system to personalise customer engagement

Budget hotel operator easyHotel is to personalise its customer engagement through a system that learns from each client interaction.

It will use Thunderhead's ONE Engagement Hub to tailor all of its interactions with customers throughout their buying and staying journey.

The agreement covers all of easyHotel's 21 properties in the UK, Europe and the Middle East, including the three it owns in London, Croydon and Glasgow.

easyHotel chief executive Guy Parsons said: "ONE is a truly groundbreaking solution for customer engagement.

"It has already allowed us to understand our customer's behaviour before they make a booking with one of our hotels.

"We are able to tailor the customer journey to ensure each customer is dealt with as an individual, receiving relevant and timely information from us to help them confirm their booking.

"We're committed to improve the customer journey by personalising the experience across our hotel network and look forward to working with the team at Thunderhead."

Thunderhead said its ONE Engagement Hub allows "businesses to converse with each customer with an intelligent voice across any and all touchpoints".

It claims its cloud-based technology learns from each interaction and provides clients with actionable insights into customer behaviour.

The firm said its engagement team will work closely with easyHotel in the initial phases, providing expert advice to drive its customer engagement strategy.

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