Club Med, renowned for its hassle-free all-inclusive experiential holidays, has announced a significant advancement in its digital journey by integrating artificial intelligence (AI) into its operations. Following the successful launch of Data Factory, a data management platform in 2022, the brand has embraced Generative AI as part of its ‘Happy Digital’ initiative, aimed at enhancing customer experiences.
The integration of AI is a strategic move by Club Med to elevate consumer satisfaction and streamline internal processes. Happy Digital, one of Club Med’s five strategic pillars, focuses on leveraging technology to enhance guest experiences and improve employee efficiency.
Data forms the backbone of Club Med’s digital strategy. The brand has undergone a substantial transformation by reimagining its Data Factory, aggregating a vast amount of commercial, customer, and operational data amounting to 2.1 billion data points. The implementation of AI has revolutionised how Club Med manages information, processing over 5 million new data points daily in near real-time.
Quentin Briard, CEO of Marketing, Digital & Technologies at Club Med, highlighted the impact of generative AI on innovation and customer-centric approaches. “Generative artificial intelligence, empowered by extensive data, is propelling us into a new era of innovations,” said Briard. “Our focus on customer-oriented digitalization has enabled us to gather high-quality data, allowing us to personalize customer communications, enhance recruitment processes, develop innovative solutions for CSR commitments, and reinforce our Happy Digital positioning.”
Looking ahead, the Amadeus research outlines the top priority technologies for both 2024 and 2029, with machine learning, data analytics, and cloud computing emerging as perennial favourites across all sectors. The findings emphasize a collective industry vision towards harnessing the power of technology to drive innovation and efficiency in the years to come.
Club Med prioritises data protection and ethical AI deployment. The brand has partnered with S3NS, a subsidiary of Thales in collaboration with Google Cloud, to ensure secure data hosting in Europe, meeting stringent security and GDPR requirements. Additionally, an AI ethics committee led by Jean-Gabriel Ganascia ensures ethical and controlled AI implementation at Club Med.Siddhartha Chatterjee, Chief Data Officer at Club Med, emphasized the transformative potential of generative AI for internal operations. “Generative AI technologies are revolutionizing employee experiences by personalising interactions with customers, automating low-value tasks like image indexing, and providing translation capabilities for international marketing content,” said Chatterjee.
