Predicting Clients’ Desires to Perpetuate the Legendary Art of Travel

Belmond

Belmond, a beacon of luxury travel, reshaped hospitality under the strategic leadership of Kim Madill and Bryan Hammer.

Kim’s focus on omnichannel guest services and customer relationship management (CRM) significantly improved guest interactions, notably with the implementation of Salesforce Service Cloud and an AI email tool for tailored support. Bryan’sexpertise in IT operations has helped centralize and standardize technology across Belmond's properties. Innovations like their bespoke API layer (BAPI) and cloud data platform (COMO) enhance internal efficiency and CRM engagement. Their collaboration with LVMH has furthered technological advancements, such as predictive guest modeling within CRM systems for personalized post-stay follow-ups. These efforts yielded impressive results, including increased efficiency.

"Now we can have instant access to metrics like knowing we closed nearly 300,000 email cases last year and the split of this was 65% sales enquiries vs 35% service."

Bryan Hammer, CIO at Belmond

The synergy between Kim’s service channel innovations and Bryan’s tech integrations sets new standards for luxury travel.Belmond is now set to revolutionize its Food and Beverage sector with personalized pricing strategies, inspired by their hotel service excellence.