How Accor Group Transforms Customer Experience Beyond Hospitality

Accor's Khang Nguyen Trieu on the Direct Impact of CX Innovations
Khang Nguyen Trieu, group chief technology architect, Accor

Accor Group, a global leader in the hospitality industry, is committed to redefining standards through value-driven experiences for its partners and guests. With a focus on augmented hospitality, Accor leverages cutting-edge technology to enhance guest experiences, optimize operations and achieve digital-transformation-led growth.

Accor's integrated approach ensures a seamless and customized journey for guests, reinforcing their position as a leader in the industry. The company has implemented a unified customer relationship management system to effectively cater to its diverse customer base, said Khang Nguyen Trieu, group chief technology architect at Accor.

"This allows us to provide consistent and personalized messaging, bolstered by a comprehensive content management system. By delivering tailored information, we enhance the guest experience and foster stronger connections," Nguyen Trieu said.

In an interview with Information Security Media Group, Nguyen Trieu discussed:

  • Significance of customer experience (CX) and personalization;
  • Contribution of technology to the sustainability goals;
  • Leveraging generative AI to address business challenges.

Nguyen Trieu has more than 20 years of technology experience, working across France and Singapore. He is instrumental in shaping Accor's technological strategies and architecture.

About the Author

Smruti Gandhi

Smruti Gandhi

Executive Editor, ISMG

Gandhi has more than a decade of experience in community engagement and incubating industry events. She is extremely proactive in building engagements with communities including CEO, CFOs and CIOs. Prior to joining ISMG, she worked with Dun & Bradstreet and Great Place to Work.

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