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Engadin und St.Moritz

Client: Engadin Tourismus AG

Project Partner: SPOT Werbung

St. Moritz and the Engadin, worldwide the epitome of an exclusive alpine vacation destination. A unique combination of extravagant lifestyle and an inspiring place of longing at 1,800 m above sea level.

With the "Digital Customer Journey" project, Engadin Tourismus AG is setting the course for the future. In collaboration with SPOT Werbung and Inside Labs, a holistic "digitalization offensive" is digitizing the entire process, from inspiration in advance to the on-site experience and post-departure interactions.

 

The Vision. Digital Excellence for every Guest.

From guest engagement to follow-up stays, what do world-class guest experiences mean in a digital world?

Together with SPOT Werbung & Inside Labs, Engadin Tourismus AG uses the possibilities of digitalization to align the entire tourism service chain with the needs of its guests.

 

The Approach.

Direct Relationship with the Guest

Thanks to their own interfaces, the destination and service providers have a direct access to the guest.

Targeted Guest Communication

Guest communication is personalized, at the right time and via the guests' familiar channels.

Live Content

High-quality content is available live and can be played out at any time via app, web or email.

Booking at the touch of a Button

Guests can easily book accommodations and experiences before, during and after their trip through their preferred channel.

"Step by step - thanks to the clever linking of data, web store and customer relationship processes - we can orchestrate the digital customer experience in a more personalized way than ever before. In this way, we create additional customer benefits and strengthen our positioning."


-Michael Kirchner,
Head of Digital Management Engadin Tourismus AG


A Holistic Digitization Offensive

The digitalization offensive of Engadin Tourismus AG takes place on three levels: Technology, processes and people. With the following sub-projects, measures are implemented on all three levels in a long-term process and the customer journey is digitized step by step.

 

State-of-the-art Interfaces

The combination of a new website for St. Moritz, the sunnyside App as a digital companion for guests and e new B2C E-Mailing allow to create state-of-the-art guest experiences.

 

Headless Content Hub

Content such as restaurant opening times, descriptions of POIs or events are managed centrally via a headless content hub and are accessible to any interface. Information from one source can be displayed on a website, app or in an email.

 

360° Guest Profile & Engagement Plattform

Digital touchpoints with guests are transformed into data points, registered in a CRM and used to design personalized digital experiences.

 

Loyalty Programm

The most loyal customer segments are identified and receive the appreciation they deserve. First-timers become long-term fans thanks to targeted loyalty strategies.

 

Online Commerce

Offers from Engadin Tourism as well as service providers of the destination are made bookable online. Commerce is linked to the engagement platform to provide guests with suitable suggestions and increase sales.

 

Digital Mindset & Competences

The team has a customer-centric and explorative mindset, works in an agile way, and uses data and digital infrastructure to actively manage the customer relationship. Success is measured by KPIs.