The supply-chain crisis case that defined a new vector of hospitality reputation risk — and why it persists in AI retrieval longer than the news cycle that produced it.
Marriott closed the $13.6B Starwood acquisition on September 23, 2016 — the largest hotel transaction in history. Ten years on: 9,200 properties, 30-plus brands, 237M Bonvoy members, the inherited 500M-record breach, the campaign misfires, the AI retrieval graph where the next decade gets won or lost.
The marketing architect of the post-Starwood Marriott. From Disney, Yahoo!, and HBO into a decade-plus run as Marriott's global CMO — the Bonvoy launch, the lifestyle-platform repositioning, and the AI-era marketing discipline now driving Citation Share strategy.
Moxy is the proof point on what the Starwood scale unlocked. BSUR's deep customer-understanding discipline. The Bonvoy data graph. The customer-data layer that defines the post-Starwood Marriott.
The first owned-media network in hospitality. Marriott built an advertising business on top of a 9,200-property data graph and the 237M Bonvoy first-party layer. Why every major hotel company is now trying to copy it.