Scott Strickland on artificial intelligence
From Wyndham’s Tech Advantage: CCO Scott Strickland on AI, Loyalty & Guest Experience | Technovation 1013 · · Metis Strategy
“From a central standpoint, of course, we've applied AI across our call centers. So, that's been serving to augment our guest service agents so that when Peter calls in, we know your loyalty status. It sends us the last upgrade that you had, your preferred bed type, how much you spend with us, the last place you stayed. It tells us if maybe or maybe not your partial delays in. It pulls all of this together via CDP. So now when we're talking to you in our guest service line, we can have a more personal connection to you.”
On , Scott Strickland, Chief Commercial Officer at WYNDHAM HOTELS & RESRTS, spoke about artificial intelligence during Wyndham’s Tech Advantage: CCO Scott Strickland on AI, Loyalty & Guest Experience | Technovation 1013 on Metis Strategy.
About Scott Strickland
Scott Strickland, Executive Vice President and Chief Commercial Officer of Wyndham Hotels & Resorts, has discussed the company's integration of artificial intelligence into guest services. He stated that Wyndham's guest engagement platform uses AI to interact with guests via text message in 100 languages, and he described the system as "empathetic" and "engaging," noting that guests have asked the AI out on a date. Strickland also highlighted the company's "Wyndham Connect Plus" platform, which he described as an omni‑channel system for reservations and guest engagement that is voice‑interactive and can book, modify, or cancel reservations. He said the company spent $350 million modernizing its technology platforms and that it operates on a single tech stack globally, using one cloud provider and two property management systems. Strickland also addressed Wyndham's loyalty program and partnerships. He said the company removed loyalty enrollment targets for property owners, stating that technology would handle enrollment. He mentioned partnerships with Madison Square Garden, Live Nation, and Applebee's, and the launch of a paid royalty service called "Wyndham Rewards Insider." In a separate appearance before Franklin County commissioners, Strickland urged action on homelessness, recounting the death of a homeless man named James Calhoun in a parking lot and stating that "the money is available" and "they're dying every day out here."
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