Wyndham cuts resolution time by 50% with one shared view of the customer.

Interconnecting the tool stack for flowing digital insights.

Performance Monitoring: Connecting frontend pain to backend signals.

Being able to quickly identify and resolve issues across a growing landscape of digital properties, all while better fostering team collaboration, was a key priority for Wyndham—one addressable by integrating Quantum Metric with Datadog. Now, session replay links are embedded in Datadog logs, enabling teams to correlate backend issues with user frustrations in real time. This not only cut mean time to resolution from 60 to 30 minutes but also helped the team identify six persistent issues generating 45,000+ daily console errors. These fixes led to a more stable and performant site—supporting a better digital guest experience. Importantly, the integration brought IT and business teams together with a shared view, creating better collaboration and more seamless triage.

UX Research: Making user tests more actionable.

Wyndham integrated Quantum Metric with UserTesting to connect qualitative research with behavioral context. By linking session replay IDs into UserTesting and capturing campaign IDs in Quantum Metric, UX teams can now go from an individual test result to macro-level trends in a matter of minutes. For example, when evaluating new designs, teams can validate hypotheses not just with direct feedback, but by quickly quantifying how test participants engaged—where they clicked, scrolled, or dropped off. Previously, this required watching individual sessions and manually distilling themes; now, Quantum Metric aggregates that data into dashboards to surface behavior patterns at scale. This has helped uncover usability issues earlier, speed up stakeholder buy-in, and optimize test experiences with greater confidence.

Voice of the Customer: Turning feedback into fast action.

Previously, Medallia survey responses required manual triage to understand whether they indicated bugs or UX issues. That process took up to two weeks. Now, thanks to Quantum Metric’s integration with Medallia, every piece of feedback includes a session replay link and a Felix AI summary. This gives teams instant clarity into what the user actually experienced. The customer support team, in particular, has benefited—moving from reactive to proactive support. By quickly resolving issues, they’ve helped reduce digital abandonment and driven more direct bookings and loyalty growth.

A/B Testing: Deepening insight into test performance.

Wyndham integrated Quantum Metric with Adobe Target to level up their testing program. One example: a redesigned property detail page that prioritized visuals was expected to outperform the original. But when the test underperformed, Quantum Metric revealed that click activity on the new photo carousel had spiked. Heatmaps and replay showed guests were interacting more with the photos, particularly because the carousel arrows were closer to the "Search Rooms" CTA. That insight helped inform a follow-up test, changing the design to a camera icon with a photo count. The result? A 4% revenue lift for return visitors—insights that wouldn’t have been uncovered by A/B reporting alone.

Digital Analytics: Filling in the gaps with real-time behavior.

Adobe Analytics was Wyndham’s first integration with Quantum Metric—and a game changer. Previously, when KPIs dipped, teams had no visibility into why. “I can’t replicate the issue” was a common blocker. Now, when conversion drops, Quantum Metric surfaces the affected sessions and lets teams replay the exact user behavior—no tagging or retroactive analysis required. This is particularly useful when analytics requirements get descoped from a project, or when unexpected questions come in post-launch. With autocapture and tagless eventing, Quantum Metric ensures critical behavior data is never missed, enabling faster answers and more confident decisions.

Customer Data Platform: Connecting offline behaviors to digital signals

To better understand omnichannel guest behavior, Wyndham integrated offline booking data from Amperity (their CDP) into Quantum Metric. This allowed them to compare behaviors between OTA bookers and direct shoppers. Using Quantum’s flow and interaction heatmaps, they discovered OTA bookers were more likely to reach the Rooms & Rates page—but then left to book on OTAs, likely for a lower price. These insights helped inform personalization strategies and journey optimizations aimed at increasing direct conversion. By tying offline trends to live digital behaviors, Wyndham was able to feed more effective strategies into testing and activation efforts.

Impact:

• Faster resolution: MTTR cut from 60 minutes to 30 by connecting backend and frontend signals.
• Operational wins: Resolved 6 persistent issues generating over 45K daily console errors in under a month.
• Better results: Reduced friction led to increased direct bookings and digital loyalty growth.