To provide a true luxury guest experience, it's essential to understand every detail of your guests’ preferences and anticipate their every need. To achieve a high level of personalisation, marketing and CRM teams require a single point of reference, with easily accessible data all in one place, updated in real time.
Massive Rocket has built this for us, unlocking our marketing potential and boosting customer engagement.
Aman, renowned for its serene, ultra-luxury retreats, faced a disconnect between its exceptional in-person hospitality and its digital guest experience. Fragmented data across properties and manual campaign processes made it difficult to deliver the personalized, agile engagement expected of a luxury brand.
By partnering with Massive Rocket, Aman unified its data in Snowflake, activated Braze for engagement, and began delivering real-time, cross-channel journeys as personalized as an in-person welcome.
To overcome data silos and manual processes, Aman centralized guest information from on-site, e-commerce, and property systems into a single, unified profile.
Using Rudderstack to stream real-time events into Snowflake, and Braze to automate behavior-driven journeys, the marketing team gained intuitive tools to engage guests via email, app, SMS, and on-property touchpoints—all without needing engineering support. This approach empowered agile campaign management, enabling rapid testing and optimization.
The transformation began by automating data flows and daily audience syncs, replacing manual CSV uploads and improving ad targeting precision. Aman launched an abandoned basket flow for Aman Essentials, which used real-time cart data to send timely reminders and recover lost revenue, resulting in a 22% sales lift within three months.
Email templates were redesigned with mobile-first principles and dynamic content, boosting open rates by 40% and click-through rates by 0.5%. With Snowflake and Braze working seamlessly, Aman scaled campaigns for gift cards, loyalty offers, and stay-specific upsells across 35 properties. Consent preferences were consolidated across brands, improving compliance and building guest trust. Automated data pipelines cut campaign launch times from weeks to hours, allowing marketing teams to experiment freely and respond quickly to guest needs.
Aman’s data-driven personalization journey delivered impressive results:
These improvements not only boosted revenue and engagement but also enhanced compliance and media ROI by focusing ad spend on high-intent segments while reducing resource demands.
