How Intelligent Automation Saved Jumeirah Group MillionsVishal Anand on How Innovations Result in Direct Cost Benefits and Better CX
With an impressive portfolio of 25 luxury hotels, 85 restaurants and numerous prestigious malls spanning the UAE and beyond, the Jumeirah Group is revolutionizing its operations through technology transformation which aims to transcend customer expectations, amplify workforce productivity and foster a data-driven decision-making culture.
Vishal Anand, senior director of IT, has successfully implemented Microsoft PowerApps' low-code, no-code solution and UiPath's RPA technology, resulting in the creation of 29 impactful use cases. Among these groundbreaking applications are automated F&B recommendations, streamlined guest upgrades and seamless online check-in experiences.
"By automating 29 processes, we achieved UAE 16 million dirhams in direct cost savings and optimized about 900 hours of human effort. The value of data lake solution, referred to as the customer genome, which encompasses over 150 attributes gathered from various systems, empowers the organization to create unique use cases that truly enhance the customer experience," he said.
In a video interview with Information Security Media Group, Anand discusses:
- Importance of automation in elevating customer experience;
- Need for innovation to elevate CX and increase revenue opportunities;
- Making cybersecurity part of every initiative.
Anand is a senior technology management professional with more than 24 years of experience in managing multiple disciplines across IT, destination management, retail, hospitality and human resources in global organizations.