Revolutionising Customer Experience: Digital Transformation at Kerzner

Overview

Kerzner International, the global hospitality group behind iconic brands including Atlantis, One&Only, and SIRO, embarked on a large-scale digital transformation to modernise and unify its global digital experience platform.

The programme focused on improving customer experience across multiple branded websites, refining booking journeys, and enabling scalable personalisation through a major Sitecore Cloud transformation. The focus was on stabilising delivery, improving collaboration across technology partners, and embedding agile ways of working across the digital ecosystem.

Services Delivered

  • Enterprise Agile Coaching & Delivery Leadership

  • Agile Governance & Delivery Process Refactoring

  • Leadership & Stakeholder Alignment Workshops

  • Vendor & Technology Partner Integration

  • Product Discovery & Big Room Planning Facilitation

challenges

Delivering transformation across a global hospitality ecosystem introduced significant operational and delivery complexity:

  • Digital transformation programme struggling during critical launch phases

  • Quality and delivery velocity issues impacting execution

  • Multiple technology partners operating with inconsistent delivery approaches

  • Complex global brand ecosystem requiring shared components, integrations, and governance

  • Need for improved transparency and collaboration across stakeholders and vendors

approach

The engagement focused on restoring delivery confidence while creating a sustainable agile delivery model across Kerzner’s digital landscape.  Key initiatives included:

  • Leading enterprise agile coaching across cross-functional delivery teams

  • Refactoring delivery governance and development workflows to improve quality and speed

  • Facilitating Big Room Planning, product discovery, and collaborative planning sessions

  • Aligning internal stakeholders, development teams, and technology partners around shared delivery practices

  • Supporting a large-scale Sitecore Cloud migration and modernisation effort

results

The transformation delivered measurable commercial and operational impact:

  • +62% improvement in member booking rates

  • +13% increase in member registration rates

  • +83% uplift in booking conversion

  • Establishment of dedicated agile squads supporting long-term delivery capability

  • Unified agile framework adopted across Kerzner and technology partners

  • First Sitecore Managed Cloud implementation in the MENA region, receiving strong recognition from Sitecore

What began as a partnership facing critical delivery challenges evolved into a successful multi-year engagement.

Why It Worked

This engagement succeeded because it balanced technology transformation with delivery transformation.

Key success factors included:

  • Creating alignment across internal teams, vendors, and technology partners

  • Embedding agile governance without introducing unnecessary process overhead

  • Improving visibility, collaboration, and prioritisation across delivery teams

  • Combining agile coaching with practical delivery leadership during high-pressure transformation phases

Rather than treating agile as a standalone initiative, the focus was on enabling faster, higher-quality customer experience delivery at enterprise scale.

  • If your organisation is struggling with complex digital transformation, fragmented vendor ecosystems, or scaling agile delivery across global teams, we can help.

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