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Project by project, a brand-new world for Marriott International.

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Relationship Overview

It began with a migration

With over 8,000 properties in 139 countries and territories worldwide, Marriott is the modern hospitality business leader. Driven to deepen guest experiences and challenge the status quo, they are harnessing technology to shape how people travel. After a major acquisition in 2018, Marriott faced a massive marketing challenge. Thousands of new websites. Terabytes of new content. It all had to be migrated into their CMS. The next step? Calling on a team of solutions-focused experts who are agile and efficient and can hit the ground running.

One team becomes many

An initial six-month engagement with Marriott Digital Services supported a large-scale content migration that required a dedicated Studio of more than 20 co-creators. We knocked it out of the park. Delivering accuracy and value. Building processes and documentation into workflows that scale. Occasionally working beyond scope for the success of our client. This energy, this ethos, became the catalyst for a richer partnership to follow.

Over the next two years, we stood up nine more teams—from Paid Media to Email Campaign to Digital Merchandising. We sent UX and DesignOps out to Marriott HQ to help build the Marriott Bonvoy app for iOS and Android. And we assembled international Program Management and Customer Success teams who provide real-time 24/7 support from hubs in the U.S., U.K., and Australia.

Even during the COVID-19 pandemic, when 80% of Marriott's workforce was furloughed, our relationship held steady. We preserved knowledge and working systems, so we were ready to respond once borders were reopened and travel came roaring back.

A vibrant digital ecosystem

Today, our partnership is stronger than ever, with a Studios team of almost 70 supporting Marriott. Continually elevating the experience of their digital ecosystem across the globe, we've completed 430,689 projects, tactics, cases, and optimizations to date. And we've skillfully boosted NPS scores and paid media ROI—$15 in revenue for every $1 invested.

The list goes on. Personalized, multi-disciplinary white-glove support. A willingness to go above and beyond. Instilling trust and confidence. That might just be the secret to our shared success. Or the promise of pushing forward for years to come.

Capabilities Engaged

Experience Design & Development

  • CX Strategy & Design
  • Design Systems
  • Digital Commerce
  • Platforms & Emerging Technologies
  • Product & Service Design
  • UX Design
  • Web & Product Development

Brand & Marketing

  • Analytics & Optimization
  • Brand Strategy & Creative
  • Campaign Strategy & Activation
  • Content Migration
  • Creative & Content Production

People & Process

  • CreativeOps
  • DesignOps

Testimonial

The best team in the world, no doubt in my mind. Thank you for all of the support, long hours, dedication … I don't think this could have gone any better, and this is a huge win for us.

Operations Leader, Marriott Digital Services

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