An industry example that gets it right is the citizenM hotel chain. According to their CEO Michael Levie “their core business philosophy is to offer a brand new model of affordable luxury for the modern traveller that combines a highly personalized and unique experience with sustainability and awareness for a reasonable price”. Upon check in all guests choose from items such as favourite TV content, music, preferred room temperature, lighting scheme, and other preferences through their in-room tablet, all of which are automatically adjusted and stored in the hotels’ online system. But the popular global hotel chain takes it a step further, using a Guest Experience Ecosystem, which provides all employees with real-time information on guests’ preferences at any touch-point. According to the hotel chain, the seamless connectivity between customer preferences and their surrounding environment, citizenM can enhance each encounter with a guest while also maximizing its revenue. Get the full story at Net Affinity