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Case Study

Listening to the Heartbeat of Millions of Guests

Listening to the Heartbeat of Millions of Guests

Listening to the Heartbeat of Millions of Guests

Medallia

IHG, the British hospitality giant operating over 5,000 hotels across nearly 100 countries—including Holiday Inn, Kimpton, and Crowne Plaza—welcomes guests into 798,075 rooms daily and partnered with Medallia to keep a finger on the pulse of guest experience. Medallia software elevated IHG's HeartBeat survey program through advanced Text Analytics, enabling holistic measurement and improvement across locations. It captured millions of guest voices, delivered real-time actionable insights, and drove consistent experience enhancements, transforming feedback into strategic intelligence that boosted satisfaction, loyalty, and operational excellence worldwide.

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