Inside Marriott's Digital Transformation Strategy

Booking a hotel room has changed a lot over the last few years. Most people now expect everything to happen quickly. They want to book a room in minutes, check in with a phone, unlock the door with a digital key and get help without waiting in long lines.

Meeting these expectations is not easy, especially for a company that operates thousands of hotels around the world. Marriott International serves millions of guests every year. To keep up with changing travel habits, the company has been quietly rebuilding its technology from the ground up.

Instead of making small updates, Marriott is replacing old systems that have been in use for years. At the same time, they're weaving artificial intelligence (AI) into different areas of the business and shifting more services over to the cloud. Now, most guests might not really see much of it, at least not day to day, but the company expects these moves to make booking, arrival check-in, customer support and the actual hotel operations run a lot more smoothly.

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