Data Driven Hotels – citizenM’s Data Journey

Thijs Brugman

15:10 - 15:35

citizenM is a global lifestyle hotel company involved in the full spectrum of the customer journey: from sourcing a potential reservation, to checking in and staying in the hotel, to the design and development of our hotels. This degree of vertical integration is unique in the industry.

This gives us an incredibly rich dataset to collect, transform, and analyze in order to improve the effectiveness of the operating model and therefore guest experience.

This presentation will shed some light on how citizenM navigates its data and how it effectively is being used in the organization to improve its product and enhance the customer journey.

Thijs Brugman

Director of Business Intelligence & Data Analytics - citizenM Hotels