Paper Title: AI-assisted customer behavior analysis and hotel loyalty strategy optimization
Authors: Danqing Wu, Qiuya Ma
Corresponding Author: Danqing Wu (18868343735@163.com)/Malaysia
Abstract
This research explores the application of artificial intelligence (AI) technologies in transforming the analysis of customer behavior and refining customer loyalty strategies in the hospitality sector. Most traditional loyalty programs are characterized by static segmentation and standardized reward frameworks, often disregarding evolving customer priorities and shifting market dynamics. Using an AI-powered system based on deep learning, natural language processing, and predictive analytics, we analyzed 3.2 million transactions from 846,000 customers across five international hotel chains globally. The system identifies behavioral patterns that are overlooked by traditional analysis methods through the continuous processing of heterogeneous data streams such as booking, service usage, social media sentiment analysis, and feedback loops. Results indicate that customer retention increased by 27.3% while AI-driven strategies heightened engagement with loyalty programs by 42.1%, yielding 18.5% additional revenue per loyal customer when juxtaposed with traditional methods. The framework’s dynamic loyalty incentive modification and proactive journey mapping surpass conventional segmentation techniques through hyper-personalized recommendations. This work advances the hospitality management body of knowledge by formulating a robust architectural design to formulate loyalty strategy design and provide implementation frameworks for hoteliers seeking the integration of advanced technologies in customer relationship management. Futuristic lines of inquiry are the ethical considerations of algorithmic and automated decision-making in the customer relationship management domain and the effectiveness of AI-powered loyalty programs in different cultures.
Keywords
Artificial intelligence in hospitality, Customer behavior analysis, Loyalty strategy optimization, Hyper-personalization, Predictive analytics, Hotel revenue management
