Originally Posted by
nexusCFX
When companies like Marriott truly realize the potential value of leveraging data about their customers to offer personalization in a way that gets them to spend more money, they're going to regret not having technology as a core competency. I feel like some banking institutions in the world are already feeling the pain of this, whether it be because of outsourcing or just outright lack of investment.
Yeah, I think that MR's strategy was an old-school market share play predicated upon footprint and leveraging a lot of captive customers (e.g. SPG die-hards), with tech considered to be a back-office afterthought. Not exactly 21st-century stuff, unfortunately. The question, of course, is where an impetus for change will come from - as with many sectors, consolidation has given consumers few places to run to. The move upon which this thread was started hints that they may, for one reason or another, be starting to feel some heat.