WH - From Data to Dollars: Putting Wyndham’s AI Story in Perspective – Takeaways from recent expert webinar

Research evidence excerpt

WH - From Data to Dollars: Putting Wyndham’s AI Story in Perspective – Takeaways from recent expert webinar

Truist Securities

Taken together, Wyndham is achieving a strong outcome: higher revenue per interaction through personalization and upsell, as well as

lower cost per interaction through automation and efficiency.

Wyndham has quantified a meaningful ROI from their AI initiatives. Our expert speakers provided concrete examples, including, for

example, that the reduction of average handle time by just one second equates to approx. $70–75K in annual savings from lower labor,

telecom, and system costs. With average call durations declining by roughly 10%, the cumulative savings are meaningful at scale.

On the marketing side, Wyndham is using generative AI to produce multiple versions of the same advertisement each with a different

image and then dynamically optimizing performance based on real-time performance analytics of each iteration of the ad. In early testing

on a single channel, this approach has driven ~7x higher click-through rates versus campaigns with a single, static iteration, and Wyndham

plans to expand across additional channels.

Additionally, our experts stressed a strong focus on cost control. Because the company operates in a cloud-based environment, costs are

variable and tied directly to usage. Internally, Wyndham has implemented shared prompt libraries and governance processes to avoid

excessive experimentation costs, while external partners, such as Canary Labs (private) for guest engagement, absorbed much of the

early development and token usage associated with building AI-enabled solutions.

Our experts believe AI, particularly LLMs, could eventually influence booking channel mix, although current booking volumes

remain relatively modest.