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Abstract

This research explores the application of artificial intelligence (AI) technologies in transforming the analysis of customer behavior and refining customer loyalty strategies in the hospitality sector. Most traditional loyalty programs are characterized by static segmentation and standardized reward frameworks, often disregarding evolving customer priorities and shifting market dynamics. Using an AI-powered system based on deep learning, natural language processing, and predictive analytics, we analyzed 3.2 million transactions from 846,000 customers across five international hotel chains globally. The system identifies behavioral patterns that are overlooked by traditional analysis methods through the continuous processing of heterogeneous data streams such as booking, service usage, social media sentiment analysis, and feedback loops. Results indicate that customer retention increased by 27.3% while AI-driven strategies heightened engagement with loyalty programs by 42.1%, yielding 18.5% additional revenue per loyal customer when juxtaposed with traditional methods. The framework's dynamic loyalty incentive modification and proactive journey mapping surpass conventional segmentation techniques through hyper-personalized recommendations. This work advances the hospitality management body of knowledge by formulating a robust architectural design to formulate loyalty strategy design and provide implementation frameworks for hoteliers seeking the integration of advanced technologies in customer relationship management. Futuristic lines of inquiry are the ethical considerations of algorithmic and automated decision-making in the customer relationship management domain and the effectiveness of AI-powered loyalty programs in different cultures.

Keywords

Artificial intelligence in hospitality Customer behavior analysis Loyalty strategy optimization Hyper-personalization Predictive analytics Hotel revenue management

Article Details

Author Biographies

Danqing Wu, Faculty of Business, Hospitality, Accounting and Finance (FOBHAF), MAHSA University, Malaysia

Danqing Wu is currently pursuing the pursuing Ph.D. at the Faculty of Business, Hospitality, Accounting and Finance (FOBHAF), MAHSA University, Malaysia. Her research interests are The transformative role of information technology in the development of the hospitality industry, with particular emphasis on ‌digital transformation strategies‌, ‌data-driven service experience optimization‌, ‌intelligent service robotics‌, and their impact on organizational innovation and customer engagement.

Qiuya Ma, Faculty of Business, Hospitality, Accounting and Finance (FOBHAF), MAHSA University, Malaysia

Qiuya Ma is currently pursuing the pursuing Ph.D. at the Faculty of Business, Hospitality, Accounting and Finance (FOBHAF), Mahsa University. Malaysia. Her research interests is The transformative role of information technology in public sector governance and SME development, with particular emphasis on e-government adoption, digital infrastructure construction, institutional evolution, and their impact on organizational performance.

How to Cite
Wu, D., & Ma, Q. (2025). AI-assisted customer behavior analysis and hotel loyalty strategy optimization. Future Technology, 4(3), 97–106. Retrieved from https://fupubco.com/futech/article/view/371
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