In this episode of Hotel Tech Insider, we had the pleasure of interviewing Patrick Norton, the CMO at Britain Hotels and Resorts. Patrick shared his extensive experience in overhauling the tech stack at Britain, including transitioning to a new PMS at 20 resorts. He emphasized the importance of automation with human oversight in their approach to growth. Patrick highlighted the significance of data-driven marketing and personalization to enhance the guest experience and boost revenue.
Patrick discussed their use of CDP as a central tool in their technology ecosystem, focusing on dynamic marketing and personalized customer interactions. He also touched on the importance of gathering and utilizing customer data effectively through their CDP and business intelligence tools.
Patrick shared insights on the company's forward-thinking approach to technology, with a focus on automation and innovation. He emphasized the role of leadership in promoting a tech-forward ethos within the organization, driving the adoption of new technologies and strategies.
The episode provided valuable insights into the evolving landscape of hotel technology, showcasing how innovative digital tools and strategies can drive growth and success in the hospitality industry.