Read this first
Illustrative designs. Each row is a planning pattern. It is not evidence of a completed client engagement and lists metrics to track, not results. Validate identity, consent and data quality in your own environment first.
Starting journey
Ten use cases
| Category | Use case | Trigger | Adobe components | Channel | KPI to measure |
|---|---|---|---|---|---|
| Onboarding | Day-0 to day-30 stay onboarding series | stay created | AJO | Email, push | 30-day activation |
| Onboarding | Detail completion reminder for an unfinished stay setup | incomplete stay setup | AJO, Web SDK | Email, SMS | Completion rate |
| Cross-sell and upsell | Complementary stay offer after pre-arrival | pre-arrival | Decisioning, AJO | Email, web | Attach rate |
| Cross-sell and upsell | Family or household plan invitation | household identity cluster | Identity graph | Plan conversion | |
| Loyalty and advocacy | Tier-upgrade progress message | points near threshold | AJO, loyalty source | Email, app | Tier upgrades |
| Loyalty and advocacy | Early access for top-tier guests | tier attribute | RTCDP | Early-access uptake | |
| Loyalty and advocacy | Review request after a good pre-arrival | positive outcome | AJO | Review submission rate with consent | |
| Loyalty and advocacy | Exclusive content for loyal guests | tenure and engagement | Personalisation | Web | Content engagement |
| Personalisation and decisioning | Language and region adaptation | locale attribute | Profile | Web, email | Engagement by locale |
| Measurement and governance | Journey performance dashboard in Customer Journey Analytics | journey events | CJA | Dashboard | Funnel and drop-off visibility |
Data you will need
- Reservation and property systems
- Loyalty tier data
- Web and app events
- On-property transactions
- Guest preferences and consent
Governance for hospitality
Identity documents and payment details stay out of the profile; use preferences the guest has given.
- Check consent and channel permissions before every send
- Use a holdout group so the KPI shows real lift
- Document data sources, owners and retention
Build or learn this
Frequently asked questions
Are these hospitality use cases client results?
No. They are illustrative design patterns. Real client work is published only with written approval and evidence.
Which Adobe products are involved?
Mostly Experience Platform, Real-Time CDP, Journey Optimizer and Customer Journey Analytics, with Web SDK for data collection.
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