IHG Hotels & Resorts, one of the world’s leading hospitality brands, has modernised its global call centre operations by integrating Genesys Cloud, an AI-powered experience platform. This strategic move aims to enhance guest interactions, improve operational efficiency, and set a new standard for personalised service.
A New Era of Hospitality
With competition in the hospitality sector intensifying, offering seamless and customised experiences is key. A Genesys study found that 56% of respondents ranked Hospitality and Travel as the industry with the best customer service, reinforcing the importance of guest satisfaction.
IHG’s adoption of Genesys Cloud ensures that guests receive an elevated experience, whether they’re booking a stay in Rome, requesting amenities in Paris, or securing an upgrade in Kyoto.
Optimising Operations for a Better Guest Experience
IHG recently completed one of its largest-ever customer experience transformations, migrating thousands of guest service agents and toll-free numbers across eight global sites. This shift, executed without downtime, enables IHG to deliver faster, more responsive service.
Genesys Cloud equips IHG with advanced voice and digital channels, intelligent routing, and workforce engagement tools to optimise operations and provide seamless interactions at scale.
Enhancing Personalised and AI-Powered Guest Engagement
IHG is leveraging next-generation AI capabilities through Genesys Cloud to refine self-service options, increase efficiency, and create more intuitive guest interactions. The platform allows IHG to engage guests with thoughtful, empathetic hospitality while empowering customer service teams with the tools they need to deliver world-class experiences.
Industry Leaders Speak on the Transformation
Mary Henderson, Head of Reservations and Customer Care Technology at IHG, highlighted the brand’s commitment to guest satisfaction: “By integrating Genesys Cloud, we are future-proofing our contact centre capabilities and ensuring we provide a seamless experience at scale.”
Scott Cravotta, Chief Customer Officer at Genesys, praised IHG’s innovative approach: “IHG is setting a new standard for intelligent guest engagement by prioritising operational efficiency and customer satisfaction.”
With this integration, IHG is redefining modern hospitality, ensuring guests enjoy effortless, thoughtful service at every touchpoint. The adoption of Genesys Cloud positions IHG at the forefront of AI-driven hotel operations, reinforcing its reputation for delivering exceptional stays.
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