Skip to content
Contextual Marketing ExpertsCME · Enterprise Advisory

Connecting the Booking Journey Across Web, App, Loyalty, and Analytics

A global hospitality organization needed to modernize its digital data foundation while preserving important existing analytics behavior and enabling booking-abandonment, browse, loyalty, and content-performance use cases.

THE CHALLENGE

The organization needed a connected Web SDK, App SDK, Adobe Experience Platform, Customer Journey Analytics, and Content Analytics design. The modernization could not simply replace the existing event taxonomy — it needed to preserve valuable booking-flow behavior while extending the model for new use cases and more consistent cross-channel analysis.

Critical requirements included:

  • Destination search
  • Search-results interaction
  • Property selection
  • Room search and selection
  • Options and add-ons
  • Review and Reserve
  • Reservation completion
  • Browse behavior
  • Booking abandonment
  • Loyalty identification and status
  • Points use and redemption
  • Multi-room booking
  • Payment-method treatment
  • Revenue and currency
  • Forms and errors
  • Content engagement
  • Web and app consistency

THE APPROACH

The engagement translated the booking journey and loyalty objectives into coordinated business requirements for Adobe Experience Platform, Customer Journey Analytics, Web SDK, App SDK, and Content Analytics.

The Review and Reserve experience was treated as the principal abandonment anchor while requirements preserved and extended established booking events such as:

searchDestinationeditSearchsearchDestinationCompletefilterSearchResultssortSearchResultsroomSearchCompletefilterRoomssortRoomsselectRoomselectOptionsformStartformSubmitformErrormakeReservation

The design also addressed gaps involving payment-method selection, gift-card and wallet standardization, multi-room persistence, revenue currency, modal interaction, loyalty attributes, and explicit abandonment logic.

BUSINESS OUTCOMES ENABLED

  • A single connected measurement model across web, app, loyalty, content, and reservations
  • Preserved analytical continuity while enabling booking-abandonment, browse, and content use cases
  • Explicit event, object, and property standards engineering and analytics teams can build against
  • Loyalty, multi-room, payment-method, revenue, and currency behavior handled coherently

DECISIONS RESOLVED

  • Which existing booking events must be preserved versus refactored
  • How web and app events map to a shared object model
  • How abandonment, browse, and loyalty are defined and measured
  • How revenue, currency, payment-method, and multi-room behavior are represented
  • Which measurement, content, and data-quality checkpoints gate rollout

REPRESENTATIVE DELIVERABLES

  • Customer Journey Analytics business requirements
  • Web and App SDK business requirements
  • Event-taxonomy recommendations
  • Shared web-and-app object model
  • Booking-funnel measurement requirements
  • Browse and abandonment definitions
  • Loyalty measurement requirements
  • Content Analytics enablement framework
  • Data-quality and validation checkpoints
  • Engineering implementation guide
  • Phased rollout plan

EXECUTIVE VALUE

Modernized the digital data foundation without discarding what already worked — protecting reporting continuity while unlocking booking-abandonment, browse, loyalty, and content-performance use cases.

CAPABILITY UNLOCKED

A connected implementation framework enabling engineering and analytics teams to modernize digital collection while preserving valuable booking behavior and expanding measurement across web, app, loyalty, content, and reservations.

BOOKING-JOURNEY MEASUREMENT MODEL

SearchPropertyRoomOptionsReview & ReserveReservationAbandonment anchorBrowseAbandonmentLoyaltyContentMeasurement

Search → Property → Room → Options → Review & Reserve → Reservation, with browse, abandonment, loyalty, content, and measurement as supporting layers.

IS THIS A FIT FOR YOUR ORGANIZATION?

This engagement pattern typically fits organizations where:

  • You are modernizing digital collection (Web SDK, App SDK, AEP, CJA, Content Analytics)
  • You need to preserve valuable existing analytics behavior while extending the model
  • Web and app consistency, loyalty measurement, or booking-abandonment analysis is currently limited
Discuss a similar engagement
← All case studiesNext: Audience Governance, Media Orchestration & Attribution →