When Peter Menges, Senior Vice President of Customer Engagement and Insight Loyalty at Unique Vacations, Inc., an affiliate of the worldwide representative of Sandals and Beaches Resorts, looks at the loyalty space today, he no longer sees any excuse for brands to fail to deliver highly personalized experiences for their customers. He notes that with the advent of artificial intelligence, loyalty marketers now have the tools available to ask relevant questions, tailor communications, and deliver the experiences that their customers are seeking.
“You have every tool that you can possibly imagine to get at the heart of what your customer thinks, feels, how they behave, their historical behavior,” Menges said. “There is zero excuse.”
Sandals is one of the most well-known luxury resort brands, founded 45 years ago, with 19 locations in the Caribbean—17 adults-only resorts under the Sandals name, and two family friendly locations under the Beaches brand name. According to Menges, the company utilizes AI—including an AI agent called Sandy—as a support mechanism that helps it curate a better, more personalized vacation for its guests.
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