KERZNER INTERNATIONAL MANAGEMENT FZE

Optimization, Customization and 24/7 Support

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About Kerzner International Management FZE

For several years, Include Agency has played a pivotal role in Kerzner’s digital strategy. Managing, maintaining, and developing Kerzner’s Sitecore instance across all its brands, Include has been integral to optimising its digital presence, including the development of a bespoke booking engine with CRO capabilities and the ability to be personalised. As an early adopter of Sitecore products, Kerzner collaborates closely with Include on cutting-edge projects, with Include now only one of only two local agencies having successfully implemented Content Hub projects within the UAE.

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Creating an Omnichannel Experience

Include worked closely with Kerzner to ensure personalisation was embedded throughout the customer journey. This involved the meticulous setup of Sitecore’s tracking mechanisms, including goals, outcomes, page events, profile cards, and campaign IDs. The data collected is then easily retrieved and analysed through a custom PowerBI solution, enabling micro-level insights that drive continuous innovation.

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Optimising Customer Booking Journeys

Kerzner International Management FZE is a renowned global leader in the development and operation of destination resorts, ultra-luxury hotels, premium residences, and innovative entertainment experiences. Their prestigious portfolio includes iconic brands such as Atlantis The Palm, Atlantis The Royal, One&Only Resorts, Mazagan Beach Resorts, SIRO, and Rare Finds, including Bab-al-Shams. Kerzner's vision is to build a lasting legacy by creating sustainable value for their stakeholders. For several years, Include Agency has played a pivotal role in Kerzner’s digital strategy. Managing, maintaining, and developing Kerzner’s Sitecore instance across all its brands, Include has been integral to optimising its digital presence, including the development of a bespoke booking engine with CRO capabilities and the ability to be personalised. As an early adopter of Sitecore products, Kerzner collaborates closely with Include on cutting-edge projects, with Include now only one of only two local agencies having successfully implemented Content Hub projects within the UAE."

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A/B Testing for Continuous Optimisation

To further optimise the booking process, the booking engine was updated to allow A/B testing of various elements, such as button colours and layout changes. This testing helps determine which design variations lead to higher conversion rates, ensuring the booking engine is continually refined for optimal performance.

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Customised Forms for Enhanced User Engagement

Include also customised Kerzner’s website forms, built using Sitecore Forms, to enhance user experience and security. The forms were given a tailored look to align with Kerzner’s branding, and custom fields such as Google reCAPTCHA were added to prevent spam. A custom API integration securely transferred form data to Salesforce for automatic lead capture, while goals and page events were added to track user interactions.

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Advanced Customisations for Seamless Integration

In addition to the Salesforce API integration, Include implemented several other customisations within the Sitecore solution. A module from Kerzner’s translation provider was installed to automate the translation process, and custom workflow solutions were developed to accommodate the unique needs of the project. Include also built an import program linked to an internal Kerzner system, allowing content authors to import and manage new items, such as new room types and special offers, seamlessly. Moreover, an automated image focal-point cropping service was created using machine learning, ensuring the best visual results for media content.

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Sitecore Experience Award

We successfully executed the migration for our client Kerzner International, and moved over 23.000 assets into Content Hub across multiple brands like: atlantis.com, oneandonlyresorts.com, babalshams.com and others. You can read more about the results of Kerzner's transition to Content Hub in a Case Study.

Check Award

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Results and Impact

The collaborative efforts between Kerzner and Include Agency have resulted in a highly personalised and optimised digital experience, driving significant improvements in customer engagement and conversion rates.

80%

Conversion uplifts for
Sales & Membership

62%

New member
rate from personalization

25%

Productivity gain by
content reuse

500%

Productivity gain
through web image
delivery

If you want to know how Include Agency can help your business achieve similar success with Sitecore optimisation and customisation, please contact us at +971 58 588 4379 or hello@includeagency.com.

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Contact

Include ApS
Dubai World Trade Center
Level 3, The Offices 3
One Central
UAE, Dubai

hello@includeagency.com

+971 4 5276553

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