Accor deployed Atiom to rapidly standardise its ALL Accor hotel loyalty programme across Southeast Asia, launching across the region in just four weeks.
Performance data sourced across the Accor portfolio, including
A selection from the wider portfolio of Accor brands included in the rollout.
Performance data sourced across the Accor portfolio, economy to luxury
Loyalty fatigue is real. Guests are considering more brands than ever, and what wins them back now is experience, not rewards. Research shows experiential factors drive loyalty four times more than tangible rewards, yet only 20% of travellers report being delighted by a recent experience1.
A frequent traveller treated like a stranger at check-in is exactly the kind of small moment that adds up to real revenue loss over time.
1. McKinsey & Company — Travel invented loyalty as we know it. Now it's time for reinvention. mckinsey.com
The brand promise is delivered at the front desk, thousands of times a day.
Accor reached out to Atiom to accelerate its ALL loyalty programme across Southeast Asia, and to communicate directly with frontline teams at scale. Each touchpoint could compound loyalty and revenue, but only with consistency across properties.
Because Accor's portfolio spans hundreds of independently managed and franchised properties, Atiom added a lightweight, service-first layer to Accor's existing training with no setup needed at each property. It launched in four weeks, in six languages, across every property in Southeast Asia.
Short daily practice, on the same device every Heartist already carries.
Even on a busy shift, frontline teams can show up daily. Atiom is built around behavioural change, designed for a loyalty programme's long-term success.
Atiom's Customer Success team built strategic modules directly with Accor's loyalty leaders, so staff could practise real guest scenarios that went beyond baseline standards.
The experience was gamified and rewarding, driving instant interaction and recognition among Heartists across properties, going beyond completed modules.
Audits showed loyalty performance across properties, and direct feedback from Heartists on what they wanted to learn next shaped the next round of modules.
A new module goes live to Front Office in minutes, ready for Heartists to practise.
The rollout then scaled from Southeast Asia to Asia Pacific, the Middle East and Africa.
Atiom hotels in the Pacific met 81% of enrolment targets on average, against 41% at non-Atiom properties. The daily return drove a 57% increase in knowledge retention, and Heartists went beyond completed modules to voluntary, lasting habits, 365 days a year.
The platform also became a live communications hub across the region. In three months, over 47,000 interactions on news and announcements kept teams informed, and more than 150,000 peer-to-peer interactions connected Heartists, building a shared ownership of the programme that no top-down system can replicate.
Atiom's system is built for portfolios that run multiple brands, from economy to luxury.
Paired with a dedicated Customer Success team, the Accor rollout was quick and effortless, with every detail covered from day one. Today, that process is even faster. Atiom's AI-powered platform turns any SOP or playbook into a structured campaign, bite-sized daily modules, guest scenarios, and roleplay practice, tuned to each role and built in a fraction of the time. For frontline teams, it's still just a few minutes a day on the floor.
The cost of a fragmented loyalty programme is paid in time, revenue and talent. By the time the gaps are visible, the competition already has the advantage. We're here to keep your brand strong and moving fast. The market won't wait, and neither should you.
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