Leading hotel group shifts to cloud-native SaaS

The Radisson Hotel Group is innovating with a new cloud-native, software-as-a-service (SaaS) platform as it seeks to unlock the power its data, accelerate business transformation and enhance the customer experience.

 

In the hospitality business, driving the best-possible outcome for customers is essential to ensure repeat business, and having the right data plays a vital role in assuring those outcomes, said the hospitality specialist.

 

Radisson will implement a secure, cloud-native platform from vendor Reltio as part of a push to improve data quality, particularly around reporting. It will also augment data workflows across the organization, which it hopes will help improve business performance while reducing workloads. By ensuring consistent master data, Radisson Hotel Group believes it can leverage accurate, consistent, and comprehensive information to transform its business and improve the service to its customer base.

 

“At the heart of Radisson Hotel Group is our brand promise, Every Moment Matters,” said Nouman Ali, Senior Director, Global Data Governance & MDM with the company. “It is how we do business and who we are at the core. Data plays a crucial role in enhancing and personalizing our customers’ experiences. Reltio is a key partner as we embark on our digital transformation initiative. Its cloud native solution gives us the trusted, high quality data we need – in real time – to deliver truly memorable moments for our guests.”

 

Radisson Hotel Group is one of the world’s largest hotel groups. The Radisson family of brands can be found around the world in more than 120 countries with currently over 1,700 hotels in operation and under development. The Group has been recognized as the 4th-Best Employer in the Travel & Leisure Industry by Forbes.

 

“The breadth of Radisson Hotel Group’s enterprise application system architecture, which expands across many hotel chains and operational units, requires a need for accurate, timely data that can help deliver an even better customer experience and drive business outcomes,” said Manish Sood, CEO, Founder & Chairman of Reltio. “That’s where we help – the Reltio platform combines all of Radisson Hotel Group’s data sources into one – from loyalty, to transactions, to preferences – giving it a 360-degree view of its customers. We are thrilled to have Radisson Hotel Group as a partner, and to help accelerate the value of its data.”

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Book of the Month*

The Serendipity Mindset: The Art and Science of Creating Good Luck

By Dr Christian Busch
Serendipity is an aptitude for making desirable discoveries by accident. To other people it looks like “good luck”, but it is more the ability to recognise and seize an opportunity, rather than have good fortune thrust upon one. Finding a wallet stuffed with money on the conference room floor is good luck, whereas holding it up and asking if anyone has lost their wallet might be the beginning of a valuable friendship – that would be serendipity.

Chance encounters, or strokes of fortune, feature in countless stories of business success. This book looks beneath the surface, reveals and teaches the mindset that can transform pure chance into opportunity. The author is director of the Global Economy Program at New York University’s Center for Global Affairs, and a lecturer at the London School of Economics.

Serendipity is an aptitude for making desirable discoveries by accident. To other people it looks like “good luck”, but it is more the ability to recognise and seize an opportunity, rather than have good fortune thrust upon one. Finding a wallet stuffed with money on the conference room floor is good luck, whereas holding it up and asking if anyone has lost their wallet might be the beginning of a valuable friendship – that would be serendipity.

The author says “This is a book about the interactions of coincidence, human ambition and imagination”. In the above example: finding the wallet is the coincidence; ambition is the desire to make something of the discovery; add imagination and you open up a whole menu of possibilities: from spending spree to earning a reputation for honesty – or even making a wealthy friend.

Business is typically forged on human ambition and imagination, but early success often feeds an appetite for control – and “control freaks” can be blind to the opportunities thrown up by the unexpected. They only see chance events as distractions. If plans go awry, they may blame the failure on “bad luck” rather than admit their own inflexible attitude.

The author himself admits to being “a German who is used to planning” and prone to feel anxious when something unexpected happens. That makes him an ideal teacher, because he has worked hard to discover and analyse the mindset that enables one to “connect the dots” and cultivate serendipity. He presents a goldmine of examples from science, business and life where an apparent mishap or failure lead to a breakthrough.

Indeed, studies suggest that around 50% of major scientific breakthroughs emerge as the result of accidents or coincidences. A well-known example is Alexander Fleming’s discovery of penicillin, launching the whole field of antibiotics. Other examples include X-rays, nylon, microwave ovens, rubber, Velcro, Viagra and Post-it Notes – where would we be without these!

The book goes beyond the ability to recognise and respond to opportunities in chaos, but the subtitle – The Art and Science of Creating Good Luck – is actually a bit misleading. True, he does show ways to develop better fortune, but it would be better to call it “inviting” or “encouraging” good luck. For example, he suggests better ways to start a conversation with a stranger – ways that will make it more likely to lead to chance connections or shared interests.

The publishers may have chosen the word “creating” to make the book appeal to the human desire to control – for control freaks are exactly the readership that would benefit the most from this book’s wisdom and practical advice.

For the rest of us, it offers a great way to rediscover the sense of play that is so important in life – and too often lost in business.

 

“Following the success of The Serendipity Mindset hardback, a paperback edition has also now been launched under the title “Connect the Dots”.

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