ihg | data-driven experience

InterContinental Hotel Group has a loyalty program with over 104 million members. We focused on helping them remember to put the R back in CRM by creating experiences and touchpoints with members beyond simply offers. We've been pushing to use more data, more personalized communications to build relevance and value with every touchpoint.

This year's End of Year Thank You initiative served their most active members a personalized card, rendered on the fly. It was easy to share and simple to download. I always tell people when you're working a CRM account, you have to think past emails, you have to build platforms, you have to create a relationship that has value for the customer as well.

Role
Group Creative Director, Copywriter