Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Part of multinational corporation LVMH Moet Hennessy Louis Vuitton (generally known as LVMH) Belmond is an international leader in luxury travel.

The business offers high-end train and cruise experiences in addition to a portfolio of hotels which includes ancient palaces, palatial country manors and beachside villas.

Belmond has four global contact centres that handle queries and reservations for the various products and experiences available. These are based around the world – in the USA, London, Italy, and Singapore.

The business sought to leverage the scalability and rich data integrations exclusive to cloud platforms to supercharge their service capabilities. This project was the impetus behind the implementation of the global market-leading combination of Salesforce and NICE CXone. Route 101 was the designated implementation provider, directly managing the NICE CXone implementation.

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