Global hospitality brand elevates the guest experience with voice‑of‑customer intelligence

Challenge

A premier hospitality and leisure brand is committed to putting people first — from team members and guests to owners and beyond. Social media plays a critical role in this mission, serving not just as a marketing channel but an avenue to amplify the voice of the customer (VoC) and inform business decisions that elevate the customer experience. The company saw an opportunity to move from reactive reporting to a proactive, insight-driven strategy. They wanted to:

• Surface actionable insights quickly from thousands of interactions across social platforms.
• Detect sentiment shifts and emerging issues before they escalate.
• Forecast campaign performance accurately to guide creative and operational decisions.

The team needed a technology solution that could consolidate listening, engagement and analytics and that would transform social media from a marketing tool into an operational blueprint for customer experience.

The Solution

The company partnered with Sprinklr to turn social media into a true voice‑of‑customer engine — elevating insights, improving responsiveness and driving measurable improvements across the guest experience. 

Unified social operations for faster insight 
The company consolidated engagement, listening and analytics onto Sprinklr’s unified social media management platform, replacing scattered workflows with a single hub. This gave the team real‑time visibility into thousands of guest conversations and enabled quicker, more coordinated responses across channels. This consolidation also reduced manual analysis by more than 10 hours each week, freeing the team to focus on higher‑value strategic work. 
 
AI‑powered listening that anticipates customer needs 
Sprinklr AI helped the team detect sentiment shifts, uncover emerging conversations and forecast campaign performance with greater precision. By pairing sentiment AI with robust topic tagging, they gained a clearer understanding of what guests want — and use that to optimize campaign and engagement strategy.

“We leverage platforms like Sprinklr… to surface sentiment trends, audience behaviors and predictive performance metrics,” says the company’s social media manager. “These capabilities have been crucial in identifying emerging conversations and forecasting outcomes.”

In one instance, Sprinklr detected a decline in audience sentiment around a key campaign. By reviewing the themes and drivers surfaced through Sprinklr’s sentiment analysis, the team quickly identified what wasn’t resonating and made a targeted creative adjustment — resulting in a measurable lift in positive sentiment.

Turning social feedback into operational improvements 
Using Sprinklr’s customizable tagging, the company translated social data into actionable recommendations for operational teams. One standout example came from analyzing inbound message tags to discover that guests were consistently mentioning the absence of salt and pepper shakers in rooms. With clear data from Sprinklr, the team quantified the issue and shared it with Resort Operations — who implemented a company‑wide fix.

“As a result, that complaint disappeared from the social conversation, and guests now enjoy that convenience during their stay,” says the social media manager.

The Outcome 

The hospitality and leisure brand has transformed social listening into a catalyst for operational change and guest‑experience improvement. Insights uncovered in Sprinklr have led to the elimination of recurring guest complaints, enhancements to in‑room amenities and a measurable lift in overall sentiment and engagement across the brand’s social channels.

By automating manual workflows and centralizing analysis, the team now saves more than 10 hours every week — enabling them to shift from “data-gatherers” to strategic VoC advisors who guide decisions across the organization. Today, the company moves from a single social mention to a company‑wide operational change with unprecedented speed. This responsiveness is strengthening Member loyalty and setting a new standard for personalized hospitality.

“I'm excited to take what we've learned this year and make next year even better,” says the social media manager.