Wyndham Connect℠ is designed to help owners increase revenue and curate personalised experiences for guests; now available in North America.
Owners looking to boost revenue, elevate their service to guests and make their day-to-day operations run more seamlessly can now take advantage of Wyndham Connect℠ in North America. First announced at its 2023 Global Conference, Wyndham’s new guest engagement platform powered by Canary Technologies comes at no additional cost to owners.
Designed to enhance the guest experience through a series of best-in-class, mobile-centric tools, Wyndham Connect leverages one of the most substantial AI-driven large language models, allowing owners to cater to modern travellers and their evolving needs. Today, nearly 2,000 hotels in North America have started using Wyndham Connect, leveraging its benefits to drive value and help support their bottom lines.
“We always put our franchisees first, and investing in innovative technology like AI sets them apart from the competition. With access to powerful solutions like Wyndham Connect, our franchisees can manage their businesses more efficiently and curate guest experiences to help make stays more meaningful than ever. The result? Happier guests, higher chances for repeat business and money in franchisees’ pockets,” said Scott Strickland, Chief Commercial Officer, Wyndham Hotels & Resorts.
Enhancing Experiences, Enhancing Business
Last year, hotels across all Wyndham brands globally with Overall Social Review (OSR) scores above 4.0, on average, saw twice as much RevPAR growth compared to those with lower scores. Designed to increase profitability by leveraging technology to streamline owner operations, the rollout of Wyndham Connect helps owners keep guests more engaged than ever by personalising their experience.
Whether it’s leveraging AI to respond to 80% of common guest messages like directions to the airport shuttle or helping guests plan for a late departure, Wyndham Connect enhances the guest experience while giving staff time back to focus on other key areas of day-to-day operations. Key benefits of Wyndham Connect include:
- Messaging that Matters: Allows staff to use AI-generated messaging to help respond to guests via text message with ease and speed before, during and after their stay.
- Smart Mobile Check-In: Speeds up the check-in process for both guests and front desk agents, helping to verify guest information in advance and protect hotels from chargebacks.
- Effortless Upsell: From early check-in, late check-out and personalised upgrades, hotels can generate incremental revenue while making each stay personal and memorable for guests.
- Smart Mobile Check-Out: Provides a faster, contactless check-out experience for guests, while helping alert front desk agents and housekeeping staff when guest rooms are available.
- Boosting Online Reviews: Encourages guests to complete surveys via text message following their stay, helping hotels improve the chances of receiving positive online reviews while addressing guest concerns more quickly.
- Integrated Mobile Tipping: Allows guests to easily leave housekeeping tips, in an age when carrying cash is less common. The benefit? Based on all Wyndham hotels that have adopted the digital solution, the average tip is more than $10.
Unleashing the Power of AI
The rollout of Wyndham’s guest engagement platform is part of the Company’s broader approach to technology. Over the last six years, Wyndham has invested nearly $325 million delivering industry-first sales, marketing and digital innovations—all part of The Wyndham Advantage—to elevate the owner and guest experience.
Strategically embracing AI and allowing for innovation to revolutionise its operations has been a key focus area for Wyndham to support owners, guests and team members. From implementing AI to advance how Wyndham engages with guests to enabling team members to tackle day-to-day tasks like transcribing meeting notes during virtual meetings, Wyndham has taken a purposeful approach to drive efficiency, productivity and enhanced experiences for team members, owners and guests. Some highlights include:
- Tech-Forward Call Centres: From real-time coaching prompting agents to speak slower to reminders of procedures in place to find solutions quicker, Wyndham call centres are embracing AI. This also includes the adoption of conversational AI to answer calls on behalf of agents and summarise cases, ultimately giving them time back to serve more guests and serve them better.
- Effective Guest Service: With an easy-to-access chatbot within the mobile app, Wyndham can service its guests and loyal Wyndham Rewards members by answering about 60% of common questions—giving guests a better experience and customer care and call centre team members time back to focus on high-priority cases. Missing Wyndham Rewards points? Wyndham chatbots can quickly validate members and their stays and award their points promptly in the chat—a process that could have taken days previously.
- Easy Owner Solutions: As part of its owner engagement platform, Wyndham Community, the Company is leaning into AI to quickly address owner needs. Whether it’s an inquiry on brand standards or a question about a folio, Wyndham has incorporated natural language AI into its systems to get answers to owners faster—allowing them to focus on what matters most: their business and their guests.
- Streamlined Operations: Wyndham is leaning into AI to analyse and forecast opportunities related to rate and occupancy optimisation, sales leads and more to help owners maintain a competitive edge and maximise their revenue. What previously could have taken hours for team members and owners to sift through is now more readily available than ever, leading to more fruitful conversations, strategic decisions and actionable solutions to elevate owners’ businesses.
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
