The company
Atlantis Dubai is a leader in the travel and hospitality industry with its iconic destination, including 2 world-class resorts, Atlantis The Royal and Atlantis The Palm, and the world’s biggest waterpark, Aquaventure. With the region’s most awarded Michelin stars in one destination, it’s also considered one of Dubai’s premier dining destinations.
“We aim to deliver extraordinary experiences to all our guests,” says Declan Kilcourse, former Marketing Director at Atlantis Dubai. “Whether you’re staying in one of the underwater suites at The Palm, one of our Sky Pool Villas at The Royal or trying some of our record-breaking slides at Aquaventure—it’s about creating unique experiences you can’t get anywhere else, all in one destination.”
Understanding who your customers are and why they’re coming to your site will help you ensure you meet their expectations and provide the best possible digital experience.
The challenge
The team at Atlantis Dubai launching their second resort Atlantis The Royal, in February 2023.
Opening a new hotel is no small feat and for Declan’s digital team, it meant refining their digital strategy and managing a brand new website. All 3 websites live under the same domain, atlantis.com, which has made “understanding website users and their digital journeys challenging,” Declan says.
The team lacked the data-driven insights to grasp how their users navigate and interact across their different websites. “This is why we turned to Contentsquare,” Declan says.
Heatmap analysis on Atlantis Dubai's homepage
The solution
Declan highlights how easy the data visualizations in Contentsquare's Experience Intelligence platform make it to understand data insights. He points out 4 features that impressed the digital team the most about Contentsquare.
The signature sunburst visualization in Journey Analysis provides helpful insights into how users navigate their websites and allows his team to “dig deeper into their digital journeys”.
Heatmaps reveal how users interact with each site element. “It isn’t just a standard heatmap that shows you somebody scrolling through your website,” Declan says. “There’s so many different filters and metrics that can be applied that provide powerful insights”.
3. Session Replay was a big draw for his team: “Being able to jump into a replay of this session that a user has taken adds more context to certain questions that you might have about what’s happening.”
4. The scalability of the Contentsquare platform. “The capability is there to get granular, detailed data, but you can also stay on a surface level to get a bird’s eye view,” Declan shares. The Atlantis team has been able to create custom dashboards and funnels, which in his words, “was something that we couldn’t get as easily in the other analytics tools that we were using."
We’re thrilled with the Contentsquare platform and their customer success team. They’re very engaged and active with us—they’re always sending us use cases, helping us get the most out of the platform. Plus, they’re friendly, engaging and easy to work with.
The solution
Insights into their digital guest experience
“Our website is our brand’s digital front door,” says Sylvana Maalouf, Digital and CRM Director at Atlantis Resorts. “We want our guests to have a seamless journey across all our digital touchpoints.”
Sylvana highlights that with a platform like Contentsquare, they can pinpoint friction in those journeys, understand why it’s happening and take immediate action. “We’re able to make it effortless for guests to finalize whatever they need to across our websites,” she says.
Not only does Contentsquare allow the digital team to find the cause of an issue or error, but it allows them to segment different audiences.
“We can drill down into the date, channel, source, and page and watch the users’ sessions on replay to find the root of the problem,” Sylvana explains.
This detailed insight allows them to personalize the journey for each user segment. “We can segment users landing on our site from a specific campaign and then test, optimize, and personalize their journey,” Sylvana says. “Contentsquare shows us if our test results are positive or negative, helping us continuously enhance our guests’ digital experiences across our website.”
Journey analysis of Atlantis homepage
Understanding user behavior across sites
Declan shares how after launching their second resort, Atlantis The Royal, the team wanted to understand whether users behaved differently across their sites.
Using Contentsquare, they were able to discover:
How guests interact between the different sites
Whether guests search for potential availability to stay in both properties
How guests search for availability in their new hotel
How guests explore Waterpark offers and F&B options
“It was fascinating understanding the steps guests take as they explore our destination landing page ,” Declan says.
The results
"Contentsquare has changed how our team works on our website and how we optimize content by delivering valuable insights into how users are converting," Sylvana says. "It enables us to make well-informed decisions and, ultimately, elevates the website impact across different goals—whether it’s conversions or brand awareness."
Contentsquare's Experience Analytics product is also helping align the digital team at Atlantis Dubai around the same data insights.