A Journey to Personalised Guest Experiences—Lessons from Leading Hospitality Brands

The hospitality industry is at a crucial point where typical experiences are no longer sufficient. Nowadays, guests expect interactions that feel relevant, timely, and tailored to their preferences every step of the way. Many brands in hospitality sector understand that personalisation is a must for staying competitive, but not many have mastered a way to create truly impactful and scalable personalised experiences.

The five essential customer modes covered in this whitepaper:

• Exploration Mode: Capturing attention when guests discover options and research where to visit, order, or book.
• First Use Mode: Navigating the critical moment of initial engagement, where onboarding and first impressions determine future loyal customers.
• Regular Use Mode: Maintaining habitual visits and orders while balancing convenience with continued value.
• Reactivation Mode: Winning back users through perfectly timed offers, gamification, and reminders that renew guest engagement without feeling pushy.
• Social and Occasion Mode: Offering group bookings and special events that transform brands into lifestyle destinations.

Each of these modes comes with its own set of challenges and opportunities. The whitepaper highlights real solutions that top hospitality businesseses, such as Deliveroo, PizzaExpress, Costa Coffee, Starbucks, McDonald's UK, and David Lloyd, have implemented to enhance customer satisfaction.

Beyond case studies, this guide provides practical implementation frameworks, including a four-layer personalisation architecture combining qualitative research, static segments, dynamic digital profiles, and mode-based segmentation.

If you want to transform ordinary guest interactions into memorable experiences that drive customer loyalty, advocacy, and measurable business growth while avoiding common personalisation pitfalls, download your free copy now.