IHG Hotels & Resorts has completed a major overhaul of its global customer experience operations, unifying its contact centres on the Genesys Cloud platform as part of a broader strategy to elevate guest service through AI and automation.
The initiative, one of the company’s largest experience centre transformations to date, involved migrating thousands of guest service agents and toll-free numbers across eight global sites. The migration caused no downtime, a significant logistical undertaking aimed at improving responsiveness across IHG’s global portfolio, which spans more than 6,000 hotels in over 100 countries.
By centralising operations on Genesys Cloud, IHG is now able to deliver more consistent and personalised support to guests, whether they’re booking a stay, requesting amenities, or making last-minute changes to their reservation. The platform enables real-time orchestration across voice and digital channels, backed by intelligent routing, workforce engagement tools, and expanding AI capabilities.
Guest experience rates higher than experiences across other industries
The modernisation effort reflects IHG’s push to differentiate through service as expectations for hospitality continue to rise. According to a recent Genesys study, 56% of consumers rate the hospitality and travel sector as offering the best customer service, setting a high bar for brands operating in a competitive space.
Mary Henderson, head of reservations and customer care technology at IHG Hotels & Resorts, said: “IHG’s decision to implement Genesys Cloud was driven by our commitment to enhancing the guest experience through cutting-edge technology and future-proofing our contact centre capabilities. This transition ensures we have a best-in-class solution that optimises operations, engages guests and empowers our agents to deliver seamless service at scale.”
IHG’s deployment builds on its existing investments in digital engagement and self-service, now supported by Genesys Cloud’s AI-powered tools that help streamline guest interactions while maintaining operational efficiency. The partnership allows IHG to fine-tune every stage of the customer journey, from pre-arrival communication to in-stay support and post-checkout follow-up.