Atlantis’ SmartVideo pre-arrival program truly delivers stories that matter to the consumer, while driving results that matter to the business: greater customer satisfaction, enhanced customer experience and higher revenue per travel plan. By using a control group methodology, Atlantis was able to isolate guests who did not receive personalized videos from guests in the video test group. This measurement approach proved an incremental lift in the test versus control group, validating Atlantis’ need for personalized video communication with its guests. Email campaigns saw greater engagement with higher open and click-through rates driving more traffic to the website, pre-arrival and on-property guest spending increased, and customer satisfaction with Atlantis grew, as well. Each metric’s quantified benefits are included below: Email campaign engagement and website visits: Already high email open rates increased and email click-through rates increased by 85 percent across all three touch points with personalized videos. Additionally, SmartVideo led to greater website traffic, compelling guests to make dining reservations and add on trip activities ahead of their arrival. Pre-arrival and on-property revenue per traveler: Pre-arrival guest spending increased 13 percent per travel plan, and on-property guest spending lifted 9 percent per travel plan. Overall, Atlantis experienced 9 percent growth in revenue per travel plan after integrating SmartVideo into its pre-arrival program. Customer satisfaction rating: Personalized videos have been embraced by Atlantis customers. Eighty-nine percent said the videos were helpful to prepare for their trip to Atlantis. Here are some sample responses from satisfied guests who received the personalized pre-arrival videos: “Your customer service is really excellent, even ahead of the arrival. We are very excited to be there soon.” “I thought it was great! Making dinner reservations this year was so much easier!” “It was great to see and get the family even more excited! Thank you.”

By combining real-time CRM data on guests with logic and creative assets, Atlantis’ pre-arrival program creates a personalized video that includes the most updated trip details, dining reservations and other planned activities. As soon as a customer account receives new information or is changed, a new SmartVideo is generated instantly, ensuring guests receive the most accurate information for their trip. Each video leverages existing brand assets in Atlantis’ scene library, such as video clips of the resort’s attractions, restaurants, activities and accommodations. SmartVideo technology automatically pulls the existing asset from the library and delivers the scenes that are most relevant to the viewer’s data attributes, such as guest party or booking reservation type. Data influences every part of the pre-arrival video program: Activities are recommended to guests based on what is already included or excluded in their trip, driven by the travel party composition, level of booking, hotel location and spend potential. Promotional offers and room upgrades are included in the videos only when relevant and applicable to the qualified guest. When a large event is held on property, such as a concert or seasonal event, CRM data powers the video to include a scene to promote the event to only guests who are traveling during the event dates and who the event is most relevant to. Dynamic calls-to-action are also included (or excluded) based on the guest’s behaviors. For example, booking a Dolphin Cay activity removes that call-to-action from future videos to ensure guests learn only of new activities and information. The real-time nature allows for video content and creative to be updated the exact moment the customer’s account data is changed, to ensure the most accurate information is delivered for a consistent experience from the initial moment of booking a reservation to checking in at the resort.