LEISURE & TRAVEL / PLATFORM TRANSFORMATION / GLOBALFrom start-up to global enterprise, scaling a concierge platform across 5 continents.
A white label concierge and loyalty platform operating across 12 global programs, following a major acquisition by a leading hospitality group. The mandate: build the AI, data and product foundations to scale from a start-up to a global enterprise, while integrating a 150 M$ M&A and delivering a new unified platform
CONTEXT.
How do you build a world-class personalization platform while managing hypergrowth, multi-geography data sovereignty requirements, and the complexity of a major acquisition?
CHALLENGE.
Designed a unified data hub aggregating all interaction channels, voice, email, chat, CRM, to generate AI-driven client profiles. Deployed an omnichannel operations platform on a PCI-compliant AWS architecture with multi-region data sovereignty across China, Europe and North America. Built ML-driven marketing campaigns segmented by profile, location and behavior.
APPROACH.
Revenue scaled from 10 to 50 M€. Team grew from 100 to 1,000 employees across 5 continents. Platform serving 3M+ customers and 1M+ interactions. 25% new revenue streams from new tech-enabled services.