2017 Winner Profile

Vail Resorts, Inc.

Project Description:
Recently, Vail Resorts Inc. launched TIME, a customer experience-focused IoT initiative. TIME provides up-to-the-minute Ski Lift line information on Vail's mobile app and via on-mountain digital signs enabling customers to navigate their on-mountain experiences while spending the least amount of time standing in line. As a result of this transparency, crowding at typical skier concentration points thins out automatically because of the availability of obvious alternatives. Vail's ski resort general managers have access to analytics through TIME that show historical skier traffic patterns, providing valuable insights that inform proper staff placement in different mountain regions throughout the day. This data is also being used to determine where to invest capital related to material infrastructure upgrades. Based on information provided through the TIME analytics capability, resort operators were able to identify key areas where lift capacity expansion would improve the guest experience. And as result of TIME analytics, Vail decided to invest almost $25 million to improve lift capacity for 2017.
Business Functions:
Asset Management or Maintenance, Customer Service or Support, Marketing
Business Goal:
Customer Experience, Operational Impact
Robert Urwiler, EVP & CIO
Robert Katz, CEO & Chairman
Broomfield, CO
Hospitality, Travel & Leisure
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