d d lBeyond Buzzwords: Real Improvements in the Revenue p

Management Customer Experience?Experience?

September 23‐25, 2013Turnberry Isle Miami

strategicallystrategicallystrategically strategically orientedoriented customer focusedcustomer focused

technologically sophisticatedtechnologically sophisticated

8Copyright © 2010, SAS Institute Inc. All rights reserved.

Positive + $195 + High Rank + 4.8 + Known Brand = 1.95Positive + $295 + High Rank + 4.8 + Known Brand = 0.46Negative + $195 + High Rank + 4.8 + Known Brand = 0.01

CustomerCustomer

DemandDemand““Intelligent”Intelligent”

Data ManagementMarketMarketDynamicsDynamicsDemand Demand PatternsPatterns

IntelligentIntelligentDemand Demand

ManagementManagement

C titC titCompetitorsCompetitors

For More Information Please Contact:For More Information Please Contact:Kelly A McGuire, PhDExecutive Director, Hospitality and Travel Global PracticeSAS I tit t ISAS Institute, Inc

Kelly.McGuire@sas.com@bi dk ll@bigredkelly

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