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Case Study: Intercontinental Hotels Group

Creating a digital hotel

Intercontinental Hotels Group (IHG) uses technology to create a superior guest experience. They partnered with Cisco to enhance their guests’ Internet experience and build a solid technology foundation for its more than 5,000 hotels worldwide.

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Woman checking her mobile phone in her hotel room

Challenges

  • The biggest source of guest dissatisfaction is Wi-Fi access and a lack of hotel services
  • IHG had more than 100 Internet service providers, each with its own onboarding experience
  • Lack of visibility and control of hotel networks created an inconsistent guest experience
A man and woman discuss business in a hotel restaurant

Solutions

IHG implemented one central technology platform, IHG Connect, which includes:

A man uses his laptop while sitting on a hotel bed

Results

  • Guest satisfaction has improved by more than 10%
  • A better guest technology experience is boosting loyalty program membership
  • Streamlining the guest login process is increasing guest Internet subscription rates and results in more visibility for advertising
A woman uses wi-fi in the hotel lobby

What they’re saying

"We're on a mission to transform the guest Internet experience and Cisco’s infrastructure provides a consistent and reliable global platform for this transformation."

Jeff Eckard, VP of Global Hospitality Technology at IHG
Two business people talk while looking at a laptop

Intercontinental Hotels Group

Industry: Hospitality
Location: Global, headquarters United Kingdom
Size: 350,000 employees

Made up of 12 hotel chains with more than 5,000 hotels in 100 countries

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