December 13, 2018

Will Marriott data breach herald the death of personalization?

Because of the size of the breach, many may point to the hotel sector's drive towards personalization and trigger a major rethink.

Despite the growing number and scale of security breaches, hospitality companies are still slow to invest in security. A number of factors may be at play.

First of all, there is no upside to security. It doesn’t drive new revenue or customer acquisition, making the "cost" of increased security measures difficult to justify (until now, anyway).

Furthermore, hotels’ complex, distributed IT systems (internet booking engines, distribution systems, customer relationship management and hotel local systems) call for sophisticated, multi-dimensional, and expensive security measures.

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Read also "Hopefully Marriott’s breach marks a turning point" at HNN