Published on 15 Aug 2016
“ We can go into Cloud very quickly, implement a different scenario, test it out in the marketplace, get immediate results, inform ourselves from what works or doesn't work, make the decisions and then build the right solution in the long run. ”
Christos Kotsakis, chief technology and innovation officer, Starwood Hotels & Resorts Worldwide
Travel & Transportation
According to a recent Gartner survey, improving the customer experience is the most pressing mandate for marketers and is one of the top areas of marketing technology investment. In fact, a recent Gartner the survey found that in 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago. Gartner goes on to predict that by 2017, 50% of consumer product investments will be redirected to customer experience innovations.
With tools like APIs and the cloud, IT now stands at the forefront of creating those innovations. Technologies like these open the door to new ways of leveraging customer data and of becoming ever-more finely tuned to - and capable of – continually improving the customer experience. It’s about redefining customer relationships, differentiating from competitors and speeding solution delivery to-market, all while reducing cost and risk to the business.
Meet Christos Kotsakis, CTO of Starwood Hotels. Christos’s personal story shows how he leverages cloud technology and APIs to drive an iterative, low-cost and low-risk approach to developing and deploying new services for Starwood guests and personalizing the guest experience.
Christos's IT team at Starwood delivers new solutions to the business approximately 50 percent faster than they could a couple of years ago. As a result, the business can try more, and innovate faster, with less risk. Where Starwood used to have to make a "big bet" on one solution, it can now take the more agile cloud approach and try multiple solutions at less cost, identifying the best fit for the long run.
IBM products and services that were used in this case study.
IBM API Connect, IBM API Management
Cloud Computing, Middleware - Integration - Connectivity, Integration, Connectivity and Integration
© Copyright IBM Corporation 2016 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America, August 2016 IBM, the IBM logo, ibm.com, and IBM API Management are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. This document is current as of the initial date of publication and may be changed by IBM at any time. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.