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Marriott Focuses on AI and Cybersecurity in Technology Overhaul – Image Credit Unsplash
Marriott International is implementing a digital transformation plan that focuses on AI and cloud technologies to enhance its operations and customer experience.
As reported by Lindsey Wilkinson of CIO Dive, Marriott International is undertaking a multi-year digital transformation initiative to modernize its operations. The company is focusing on developing a cloud-native infrastructure and exploring the use of AI technologies. This includes building a model-agnostic framework with an agentic layer to streamline operations and improve service delivery.
AI Implementation Strategy
The company is prioritizing the automation of high-cost processes and enhancing customer experiences by reducing manual tasks for employees. Although Marriott is not yet piloting its agentic capabilities, the company is actively experimenting with emerging technologies. The aim is to implement AI solutions that are responsible, ethical, and lawful.
Cybersecurity and Compliance
Improving cybersecurity measures is a key aspect of Marriott’s strategy. This focus follows a settlement with the Federal Trade Commission regarding past data breaches, requiring Marriott to enhance its data privacy and security programs. The company is committed to maintaining a culture of responsible AI use and continuous monitoring of technological advancements.
Technology Deployment
Marriott has initiated beta launches of new technology systems, including a central reservation system, property management system, and loyalty system. These systems are being tested in six hotels, with a phased rollout planned over the next 18 months. The company emphasizes collaboration with its 800,000 associates in the development of these technologies.
Leadership and Prioritization
Naveen Manga, who joined Marriott in 2021, leads the technology initiative as the global chief information officer. The company has not filled the chief technology officer role, consolidating leadership under the CIO. Marriott’s AI efforts are guided by a framework emphasizing trust, accountability, prioritization, and human-centered innovation.
Discover more at CIO Dive.
