Wyndham’s Tech Advantage: CCO Scott Strickland on AI, Loyalty & Guest Experience

In this episode of Technovation, Peter High interviews Scott Strickland, the Executive Vice President and Chief Commercial Officer of Wyndham Hotels & Resorts. Strickland discusses Wyndham's owner-first philosophy and the Wyndham Advantage, emphasizing brand growth, loyalty programs, and technology. He elaborates on his role, which combines IT, marketing, loyalty, and communications, highlighting the synergies between technology and other commercial functions. Strickland shares an example of the Wyndham Gateway, a program that integrates Wi-Fi access with loyalty enrollment and guest service enhancements. He also touches on data utilization, AI implementation in guest engagement and call centers, and future trends like user-generated content and digital content supply chains, providing insights into Wyndham's strategies for innovation and customer engagement.