How Adobe and Quantum Metric helped Wyndham turn analytics migration into faster guest insight.

For Wyndham Hotels & Resorts, improving digital guest journeys across more than 20 global brands meant rethinking how teams accessed, understood, and acted on customer insight.

It was part of a broader business priority: creating more connected, omni-channel guest experiences while building a stronger digital foundation for personalization, loyalty engagement, and AI-enabled customer experiences.

With more than 122 million Wyndham Rewards members representing over half of U.S. check-ins, the ability to understand and optimize digital guest journeys across channels has become increasingly important to Wyndham’s broader customer experience strategy.

Wyndham has also emphasized digital innovation and AI as strategic priorities. In its investor materials, the company highlights loyalty engagement, franchisee profitability, and continuous digital innovation as strategic priorities, while a May 2026 company announcement noted that Wyndham has invested more than $450 million in technology since 2018 to support its broader AI and digital strategy.

As Wyndham continued investing in digital innovation, the organization needed a faster and more scalable way to understand guest behavior across critical digital journeys. The company’s goal was to evolve from Adobe Analytics to Adobe Customer Journey Analytics (CJA) and Adobe Experience Platform (AEP), bringing cross-channel customer data together to create a more operational and connected view of the guest experience.

But enterprise analytics modernization at this scale is rarely simple.

The challenge of modernizing customer journey analytics.

For large enterprise businesses, migrating from Adobe Analytics to Adobe Customer Journey Analytics and AEP is rarely a simple platform transition. These environments are often deeply embedded across reporting, digital operations, marketing, product, analytics, and engineering workflows.

That means modernization can quickly become a lengthy and resource-intensive process involving:

• Extensive schema mapping
• Tagging rebuilds
• Manual ETL processes
• Engineering dependency
• Governance and validation cycles
• Cross-functional coordination across multiple teams

The challenge is not simply migrating data.

It is operationalizing modern customer journey analytics fast enough to create business value without disrupting existing reporting environments and workflows.

For Wyndham, there was a need to preserve continuity with trusted Adobe investments while accelerating insight activation across marketing, analytics, product, and technology teams.

The organization also wanted to move beyond siloed reporting toward a more centralized and connected system capable of answering deeper operational questions about guest behavior across digital channels.

Wyndham has also stated that improving franchisee profitability through digital innovation and elevated guest experiences remains a strategic priority, making operational visibility across customer journeys increasingly important.

What was originally projected as an approximately eight-month migration effort involving nearly 30 internal and external resources required a faster and more scalable approach.

That is where Adobe and Quantum Metric worked together.

A long-standing partnership focused on digital guest experiences.

Wyndham has been working with Quantum Metric for a number of years, using the platform as a critical part of its digital experience strategy to monitor, understand, and optimize customer journeys across digital channels.

As Wyndham expanded its Adobe ecosystem investments, the company wanted to ensure it could preserve and operationalize the rich behavioral intelligence and customer journey visibility already powering digital experience optimization across the organization.

Rather than replacing existing workflows, the Adobe and Quantum Metric relationship allowed Wyndham to extend its existing digital experience capabilities into Adobe Customer Journey Analytics and Adobe Experience Platform more efficiently.

This helped create a more connected operational view across customer behavior, journey analytics, friction visibility, and guest experience optimization.

How Adobe and Quantum Metric worked together.

Adobe provided the enterprise omni-channel analytics and activation foundation through Adobe Experience Platform and Customer Journey Analytics.

Quantum Metric helped enrich Adobe’s foundation with behavioral and technical insight tied directly to digital guest experiences.

Together, Adobe and Quantum Metric helped Wyndham simplify migration complexity while creating a richer operational understanding of guest journeys.

Using Quantum Metric’s AEP Connector and Adobe Web SDK integration, Wyndham was able to prepare and stream behavioral and technical data directly into Adobe Experience Platform without rebuilding its existing tagging framework or managing manual ETL workflows.

This low-lift approach allowed Wyndham to preserve its trusted existing Adobe data structures while accelerating migration readiness across teams.

The result was not simply a faster migration.

It was a more efficient and scalable path to operationalizing customer journey analytics.

From an eight-month migration to 45 days.

The impact was immediate.

Schema setup took only two days.

A migration originally expected to take eight months was completed in just 45 days.

Workstreams that initially required approximately 30 resources across multiple internal and external teams were completed with a lean operational team of just two to three people using Quantum Metric.

By automating Adobe-ready data structuring and reusing Wyndham’s existing trusted data layer, Quantum Metric helped dramatically reduce developer dependency, simplify tagging maintenance, and minimize implementation complexity.

Wyndham was also able to expand beyond the original project scope, deploying additional flows and launching across four incremental domains without materially extending the project timeline.

For Wyndham teams, this meant less time spent managing migration complexity and more time focused on understanding and improving guest experiences.

What changed with Quantum Metric.

With Quantum Metric connected to Adobe Experience Platform and Customer Journey Analytics, Wyndham gained a faster, lower-risk path to CJA adoption without rebuilding tagging or instrumentation from scratch.

Quantum Metric helped reduce the long-term maintenance burden that often comes with large enterprise analytics programs by minimizing manual tagging, schema rework, and event maintenance as digital experiences evolved.

It also brought deeper behavioral context directly into Adobe workflows.

Through session replay, friction analytics, journey intelligence, quantified business impact, and AI-driven insights, Wyndham teams gained richer visibility into the moments affecting guest experiences across digital channels.

Signals such as frustration, errors, rage clicks, drop-offs, abandoned interactions, and performance issues helped teams understand not only what happened in the guest journey, but why it happened.

For product, analytics, marketing, and technology teams, that meant:

• Reduced analytics and tagging backlog tied to XDM schema updates and event rework
• Faster access to insights that support conversion, adoption, and self-service improvements
• Earlier visibility into friction and revenue-impacting issues
• Stronger prioritization using quantified behavioral impact
• More effective experimentation and UX improvements powered by Adobe data

Instead of relying only on high-level reporting or fragmented investigations across disconnected systems, teams gained faster access to operational clarity and more actionable insight.

The result was a more agile analytics operating model capable of helping Wyndham identify friction, validate hypotheses, prioritize improvements, and accelerate optimization across guest journeys.

Delivering measurable operational impact.

The joint Adobe and Quantum Metric approach helped Wyndham:

• Complete an expected eight-month migration in just 45 days
• Reduce schema setup to only two days
• Lower resource requirements from approximately 30 people to two to three
• Preserve existing Adobe data structures instead of rebuilding from scratch
• Reduce developer dependency and tagging maintenance
• Eliminate manual ETL processes
• Expand into four additional domains without materially extending timelines
• Bring behavioral intelligence directly into Adobe Customer Journey Analytics workflows
• Create a more centralized and connected view of guest behavior across teams

The outcome was not simply faster implementation.

It was a stronger operational foundation for understanding and improving digital guest experiences at enterprise scale.

The customer perspective.

As Wyndham continues investing in digital innovation, loyalty engagement, and connected guest experiences across channels, the company has emphasized the importance of technology and operational agility in supporting long-term growth and guest satisfaction.

“Quantum Metric helped us accelerate our planned implementation. Schema setup took just two days, and the migration into Adobe Customer Journey Analytics was seamless, allowing our team to activate insights with greater speed and fewer resources.”

— Michael Shiwdin, Group Vice President, Integrated Brand Marketing, Loyalty & Digital, Wyndham Hotels & Resorts

Better together for modern customer experience teams.

As enterprises continue modernizing analytics environments, many organizations are discovering that the future of customer journey analytics is not just about centralizing data.

It is about making that data easier to operationalize.

Adobe Experience Platform and Customer Journey Analytics provide enterprises with the foundation to unify customer journey data across channels.

Quantum Metric extends Adobe’s foundation by automatically capturing behavioral, technical, and business signals across digital experiences and operationalizing that data directly inside Adobe workflows. It helps teams pinpoint improvement opportunities through session replay, friction analytics, journey intelligence, quantified business impact, and AI-driven insights with Felix AI.

“Quantum Metric continues to demonstrate the value of strong technology partnerships. Through deep integration with Adobe CX Enterprise and a shared commitment to innovation, they remain a Gold partner in the Adobe Digital Experience Partner Program. We appreciate their investment in Adobe technologies and their collaboration in supporting mutual customers.”

— Stephen Moulton, Sr. Manager, Digital Experience Partner Program

For Wyndham, the partnership between Adobe and Quantum Metric helped transform what could have been a lengthy migration project into a faster path toward operational guest journey intelligence.

And as the company continues investing in digital innovation, loyalty engagement, and AI-enabled guest experiences, the ability to understand and optimize customer journeys across channels will only become more important.

The real outcome was not simply a faster migration.

It was a better way for Wyndham teams to understand, improve, and act on the digital moments that matter most to guests.