Ogilvy One

As you invest in technology, where is the point of diminishing returns? https://lnkd.in/ePF9fMen While you're adding features to your app, the data shows that loyalty is fragile: 86% of consumers will leave after just two poor experiences (Emplifi, 2022). This means that every "enhancement" that adds a layer of complexity is a costly gamble with your customer retention. The fundamental truth is this: your guests don't want more features; they want less friction. This presents a dangerous paradox for leaders. The pressure to automate for efficiency risks stripping away the very human connection that justifies a premium price point. As Mandarin Oriental's Andrew Cleary argues, the goal of AI should be to "amplify, rather than replace" the human touch. True loyalty isn't built by an app; it's delivered by an empowered employee whose time has been freed up by one. Read more, hear from peers here: https://lnkd.in/ePF9fMen Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates Christopher Brewer #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

What is the real ROI of your data? https://lnkd.in/e2UvjT33 While you see data as an operational cost, Marriott International is building a $662m media empire on the back of theirs (Skift, 2024). They are tapping into a retail media market set to explode to $233 billion (eMarketer, 2024) because they understand a fundamental truth: they are not just a hospitality company; they are a data company that happens to have hotels. This presents a dangerous paradox for the rest of the industry. You are facing intense margin pressure while leaving billions in high-margin revenue on the table. The choice is no longer if you will monetize your data, but how you will do so without bankrupting the trust and premium experience your guests expect. Read more, hear from peers here: https://lnkd.in/e2UvjT33 Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates Christopher Brewer #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

In a world of one-click bookings, what makes a guest choose you twice? Hear from Andrew Cleary, VP of Global CRM & Customer Experience at Mandarin Oriental, on why the ultimate goal isn't just a seamless transaction, but a lasting emotional connection. He argues that real loyalty and lifetime value are realized only when you move beyond functional excellence to orchestrate a differentiated, non-commoditized experience that technology alone cannot replicate. "The more of the guest experience we orchestrate and differentiate through a distinctively Mandarin Oriental feel, the greater the bonds in the relationship between guest and brand - not just functionally, but emotionally too. This is where real loyalty is created, and how lifetime value is realised for a luxury brand." Read more, hear from peers here: https://lnkd.in/e2UvjT33 Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

In a race to the bottom on price, what is your most valuable asset? Hear from Fabricio Ibanez, Chief Digital Officer at Cebu Pacific Air, on why their migration to the 'Go Rewards' coalition was a strategic move to understand the whole person, not just the passenger. He explains how this data partnership allows them to build real loyalty beyond just offering the lowest fare, transforming their business model in the process. "To unlock the true value of our data as an asset, we needed to look beyond what we could do alone. By doubling down on our investment in 'Go-Rewards', we’re gaining a far richer, more holistic view of our customers’ lives — one that allows us to create meaningful, personalized value at every touchpoint. This is where real loyalty is built in the low-cost model — not through a race to the bottom on price, but through a data-driven partnership that recognizes and rewards the passenger’s entire life, not just their journey with us." Read more, hear from peers here: https://lnkd.in/e2UvjT33 Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

With 43% of travel decisions now driven by influencer content, who is really writing your customer's itinerary? Hear from Jason Davey on how he planned a trip to Japan not around hotels, but around cultural moments - JDM car meetups, trendy ramen houses, and even a techno nightclub disguised as a church. He connects this personal quest to the massive shift towards 'cultural tentpoles' like F1 and Taylor Swift concerts, forcing a critical question for every leader: are you merely a passive stage for these cultural moments, or are you an active architect capturing a real share of the value? Read more, hear from peers here: https://lnkd.in/e2UvjT33 Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

In the race to automate, are you losing the human touch that defines your brand? Andrew Cleary, VP of Global CRM & Customer Experience at Mandarin Oriental, tells us why the true value of AI is to handle the predictable, freeing up your teams to deliver the distinctly human moments that build real loyalty and differentiate a luxury brand. "While connected data and applications of AI such as Agentic AI are obvious superchargers for efficiency... the long-term value is in how we can apply these superchargers to create true differentiation in our brand experience - ownable by us alone, and distinctly human in delivery. AI fits in where it amplifies, rather than replaces, that philosophy." Read more, hear from peers here: https://lnkd.in/e2UvjT33 Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

With 1 in 3 travellers now booking what AI recommends, who really has the grip on your customer's journey? Hear from Jonathan Corley on how ChatGPT planned an entire Seattle itinerary, and why its recommendation of a small, independent coffee shop should be a major wake-up call for every travel brand. He explores the strategic choices leaders must now make to ensure their brand isn't just an option, but the destination. Read more, hear from peers here: https://lnkd.in/eX99hHts Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy

60% of all travel plans will soon start with AI, putting into serious question; who will really have a grip on the travellers journey? Hear from Christopher Brewer on why a random street sign, and not the peak tram has become one of the longest lines in Hong Kong for tourists, and what C-Suite leaders in the industry are taking action on to grow strong relationships with guests and travellers. Read more, hear from peers here https://lnkd.in/eX99hHts Ogilvy, Sitecore, Ogilvy APAC, Ogilvy Consulting, Kent Wertime, Clare Lawson, Ab Gaur, Jason Davey, Genevieve Tan 陈慧琳 , Antonis Kocheilas, Jonathan Corley, Veronica M., Jasmin L.. , Kunal Jeswani, Andrew Cleary, Mandarin Oriental, Marriott International, HK Express, Expedia Group, Mastercard, Tripadvisor, United Airlines, Delta Air Lines, The Peninsula Hotels, Accor, Marina Bay Sands, Emirates #TravelIndustry #Hospitality #CMO #CXO #CEO #AIinTravel #CustomerExperience #BrandRelevance #Ogilvy